Paul Tyronney Email & Phone Number

Salford, Gb

Stockport, England, United Kingdom

Manchester, United Kingdom

• Directly managing the Quality Assurance Team• Developing team members on new products introduced to the business. And to other areas of the business The management of the QA team against KPI’s• Being responsible on reporting compliance risks and ensuring actions are followed up with team leaders• Chairing team levelling sessions not only for my team but business wide• Completing interviews for new staff across various departments in the business.• Conducting monthly one to one sessions, coaching call audits and personal development plans.• Overall responsibility of quality assurance of over 200 staff throughout the business.• Conducting return to work interviews• Reporting directly to Key Stake Holders/Directors in the business.• Responsible for creating monthly commission/payroll lists.• Creating weekly reports to the management teams on current performance.• Ensuring all business and process communications is complete by the way of Team meeting and daily team huddles.• The writing and deployment of Quality Assurance Framework.

Manchester, United Kingdom

• Evaluate adequacy and relevance of quality assurance framework, procedures and standards• Identify training needs and organize training sessions to meet quality standards• Efficiently undertake call monitoring reviews and evaluate the standards of the call to ensure they are in line with FCA regulations (CONC, ICOBS, SYSC, etc.)• Identify any compliance or quality risks and provide feedback to the individuals concerned• Developing and initiating policies and procedures for compliance purposes to prevent breaches of regulations• Investigating and analysing regulatory complaints in line with FCA regulations (DISP guidelines) and ensuring they are investigated in the best interest of the customer (TCF)• Completing first line checks to ensure high standard of call monitoring across the management team is being achieved• Identify themes or trends at departmental level and provide reports and analysis to implement and co-deliver the necessary course of action • Promoting compliance culture within the business to ensure that FCA principles are at the heart of the business• Reviewing scripts and making changes to ensure they are in line with relevant guidelines and regulations

Bolton, United Kingdom

Bolton

Bolton