Sasha-Kiara Spooner Email & Phone Number

Middlesbrough, England, United Kingdom

Cleveland, England, United Kingdom

United Kingdom

Reporting to the Call Quality & Risk Manager within the Control & Business Development Team.To monitor and verify that RMCM/QA quality and controls are in place within Geoban Customer Contact functions using internal and bank aligned scoring measures to ensure consistency is achieved within Geoban, with the aim to improve overall Service Quality and Operational Process Control• To execute RMCM/QA Call Quality controls within Geoban Customer Contact using the agreed internal and bank… Show more Reporting to the Call Quality & Risk Manager within the Control & Business Development Team.To monitor and verify that RMCM/QA quality and controls are in place within Geoban Customer Contact functions using internal and bank aligned scoring measures to ensure consistency is achieved within Geoban, with the aim to improve overall Service Quality and Operational Process Control• To execute RMCM/QA Call Quality controls within Geoban Customer Contact using the agreed internal and bank aligned scoring matrix to meet agreed Simple, Personal and Fair requirements (Process, Customer Satisfaction and Regulatory)• To ensure financial transactions undertaken within the RMCM/QA Call Quality controls are in line with business requirements and agreed business specific controls within RMCM• To ensure the outputs of the controls are fedback in a timely and consistent manner to all Geoban Customer Contact Team Managers who will then deliver the feedback mechanism to their advisers• To undertake Geoban Customer Contact Call Quality Assurance in order to suggest corrective actions for the business areas and provide feedback to the Geoban Customer Contact Telephony business areas with regard to business process and performance improvements• To ensure as part of the controls process that the requisite volume of RMCM/QA checks are completed• To ensure a consistent approach in line with the Geoban UK Quality Assurance framework and RMCM model, proactively highlighting control gaps and improvement opportunities• Achieving consistency and calibration with the Geoban UK oversight function• Contribute to accurate MI outputs relating to Quality Assurance and RMCM results to enable reporting to operational areas and Geoban Management Team• To have and maintain required level of technical competence through personal development and training so that all responsibilities can be carried out effectively Show less

United Kingdom

Within my role as a Complaint Quality Analyst my main responsibilities consisted of Tier 1 checking the required amount of Complaint Cases throughout several departments. Conducting root cause Analysis and improving the Complaint journey.• To support Complaints and Quality TM and work at a local level cross functionally with Central Complaints and Geoban Back office complaints on the improvement to the banks complaints process and metrics.• To undertake Customer Contact… Show more Within my role as a Complaint Quality Analyst my main responsibilities consisted of Tier 1 checking the required amount of Complaint Cases throughout several departments. Conducting root cause Analysis and improving the Complaint journey.• To support Complaints and Quality TM and work at a local level cross functionally with Central Complaints and Geoban Back office complaints on the improvement to the banks complaints process and metrics.• To undertake Customer Contact Complaints and Customer First route cause analysis in order to drive corrective actions for the business areas.• To utilise the analysis to understand business trends and provide recommendations and feedback to the Geoban CC Telephony business areas with regard to business process and performance improvements• To execute L1 Quality in Customer Contact complaints to meet required FSA customer outcomes, compliance standards, TCF requirements and ensure financial transactions are in line with business requirements• To support complaints remediation and aftercare to ensure delivery of customer requirements• To support the implementation of local plans for Complaints / Customer First – supporting a dedicated Business Manager and business area Show less

A Level, Law, Psychology & Economics, A* Distinction

Education record