Quality Controller - Yorkshire Premier Meats
(2025-07)
- HAACP – Identifying, evaluating and controlling potential food safety hazards that could cause illness or injury.
- COSHH – Understanding and following the legislation to protect employees/other people who are onsite from exposure to dangerous substances.
- FOSS – Using machines and software that test fat/moisture/salt/protein/collagen, to ensure that the raw material meets customer specification.
- GMP – Understanding Good Manufacturing Practices and carry out detailed daily/weekly/monthly audits of the production environment to ensure the highest standards are met.
- Metal detection – Follow internal metal detection process to ensure raw materials and finished products are free from foreign bodies and safe for consumption.
- Positive Release – Follow the quality assurance and review process to make sure the raw materials/finished products meet all the required safety, quality and regulatory standards before being released for distribution.
- Complete all paperwork to the highest standards, ensuring all weight and temperature checks are recorded accurately and are in line with customer specifications.
Quality Co-ordinator - Credit Style
(2025-05 - 2025-06)
- Experienced in sentiment analysis, customer intent, and compliance tracking.
- Collaborated with cross-functional teams to design call quality standards based on speech analytics findings.
- Assess agreed volumes of quality auditing to evaluate the quality of service being delivered, across Operational areas, to specified deadlines.
- Conducted regular coaching sessions for agents to align with key insights derived from speech analytics.
- Achieve KPIs and SLAs including timely and accurate delivery of all tasks and reports. We were required to assess an agreed volume of interactions, with regular calibrations and check-the-checker activities to ensure we were auditing accurately and fairly.
- Leveraging speech analytics insights to improve call quality and agent performance.
- Reviewing and updating quality framework documents to fit updated/new quality models.
- Training new Quality Coaches though our succession planning talent pool.
- Promote a culture where quality matters.
- Introducing new starters to the business through Orientation and setting business expectations.
- Introducing new starters to company policies and procedures.
- Creation of training material.
- Delivery of training to new and existing advisors.
- Update of training material.
- Ensuring advisors are fully equipped to undertake the role through assessment of knowledge and skills.
Knowledge Analyst - Capita
(2023-08 - 2025-02)
Part of a team that was successful in winning Excellence in Workforce Engagement at the Verint Awards.
- Knowledge Base Management – Create, maintain and archive content.
- Embedding change through process improvement (updating documentation/processes).
- Training group visits to drive engagement from the beginning of the onboarding process.
- Governance of version control documentation.
- SOP/Process writing.
- Run upskill sessions with agents to share best practises. Proactively engage with the operation to continually identify opportunities to enhance knowledge and usage of the knowledge management system. Work with the client to deliver a joint best practice knowledge solution.
- Provide content and reporting on knowledge quizzes and usage of the system. Responsibility for relevant reporting in client area. Monitoring and assessing through acknowledgement reporting etc. Additional reporting or solution requests from client: We saw engagement targets for quizzes improved by 20% and pass rates improved by 25% through these activities.
- Identify opportunities to share best practice and enhance the knowledge management capabilities within the team.
- Support/run sessions in team workshops, work related or otherwise.
- Engaged in the change management process. Change and communication plans. Stakeholder engagement. Implementation.
- Working across functional teams (i.e., training).
- Act as a Subject Matter Expert (SME) for knowledge management.
- Lead in engagement activities with a large group of people focused on providing support with interview preparation with school leavers.
Quality Assurance Coach - Capita
(2021-04 - 2023-08)
- Conducted regular coaching sessions for agents to align with key insights derived from speech analytics.
- Driving advisors to achieve client KPI's.
- Quality checking advisor work (inbound and outbound calls/email/social media).
- Identifying and managing any business risks posed by advisors and process.
- Chairing/attending calibration and call listening meetings with Quality Team, Team Leaders and Senior Management.
- Compiling and submitting detailed quality reports to feed into Senior Management and Process Improvement teams.
- Assess agreed volumes of quality auditing to evaluate the quality of service being delivered, across Operational areas, to specified deadlines. Through continuous and rigorous monitoring, and timely interventions, audit scores improved by 8%.
- Achieve KPIs and SLAs including timely and accurate delivery of all tasks and reports. We were required to assess an agreed volume of interactions, with regular calibrations and check-the-checker activities to ensure we were auditing accurately and fairly.
- Leveraging speech analytics insights to improve call quality and agent performance. Deep dive analysis to establish both process and soft skills improvements with speech analytics, using words and phrases to identify trends.
- Strong skills in analysing call trends and presenting actionable insights to stakeholders.
- Speech analytics fine tuning to produce more accurate categories.
- Support Insight Team categorising NPS data for feedback to the client. Large datasets were reviewed, and reports created for trends, which allowed the Insight team to create and present solutions/interventions to the operational team.
- Creating and updating documents supporting QA work (Orwell, Worklists etc.).
- Reviewing and updating quality framework documents to fit updated/new quality models.
- Experienced in sentiment analysis, customer intent, and compliance tracking.
- Collaborated with cross-functional teams to design call quality standards based on speech analytics findings.
- Proficient in tools such as Verint/NICE Nexidia.
- Contribute to any ad-hoc projects.
- Training new Quality Coaches though our succession planning talent pool.
- Promote a culture where quality matters.
- Working with Banking and Retail clients.
- Coaching and Development of advisors.
- Tailored and delivered training courses for new agents, Quality Analysts and Insight/PI Team.
- Supported Insight Team categorising NPS data for feedback to the client.
Quality Assurance Analyst - Capita
(2013-08 - 2021-04)
- Conducted regular coaching sessions for agents to align with key insights derived from speech analytics.
- Driving advisors to achieve client KPI's.
- Quality checking advisor work (inbound and outbound calls/email/social media).
- Identifying and managing any business risks posed by advisors and process.
- Chairing/attending calibration and call listening meetings with Quality Team, Team Leaders and Senior Management.
- Compiling and submitting detailed quality reports to feed into Senior Management and Process Improvement teams.
- Assess agreed volumes of quality auditing to evaluate the quality of service being delivered, across Operational areas, to specified deadlines. Through continuous and rigorous monitoring, and timely interventions, audit scores improved by 8%.
- Achieve KPIs and SLAs including timely and accurate delivery of all tasks and reports. We were required to assess an agreed volume of interactions, with regular calibrations and check-the-checker activities to ensure we were auditing accurately and fairly.
- Leveraging speech analytics insights to improve call quality and agent performance. Deep dive analysis to establish both process and soft skills improvements with speech analytics, using words and phrases to identify trends.
- Strong skills in analysing call trends and presenting actionable insights to stakeholders.
- Speech analytics fine tuning to produce more accurate categories.
- Support Insight Team categorising NPS data for feedback to the client. Large datasets were reviewed, and reports created for trends, which allowed the Insight team to create and present solutions/interventions to the operational team.
- Creating and updating documents supporting QA work (Orwell, Worklists etc.).
- Reviewing and updating quality framework documents to fit updated/new quality models.
- Experienced in sentiment analysis, customer intent, and compliance tracking.
- Collaborated with cross-functional teams to design call quality standards based on speech analytics findings.
- Proficient in tools such as Verint/NICE Nexidia.
- Contribute to any ad-hoc projects.
- Training new Quality Coaches though our succession planning talent pool.
- Promote a culture where quality matters.
- Working with Banking and Retail clients.
- Data analysis to identify improvement areas for advisors and process.
- Coaching and Development of advisors.
- Tailored and delivered training courses for new agents, Quality Analysts and Insight/PI Team.
- Supported Insight Team categorising NPS data for feedback to the client.
Multi-Client Quality Assurance Manager - Capita
(2015-04 - 2015-09)
Secondment opportunity during Quality Analyst/Coach role to further expand skills and knowledge.
- Working with Private and Public sector clients in bid stage to propose quality solution.
- Reviewing documents from a web based sharepoint to determine relevance to quality operation as a whole.
- Further review of relevant documents to determine relevance to quality operation per area (if client is multi-site).
- Writing processes from client documents which will be eventually written into a bespoke quality framework for the client.
- Reviewing training material to identify gaps (if any) in written processes.
- Proposing changes to quality operation to remain fit for purpose with client objectives using Change Control process.
- Conducting day to day activities for existing clients (Check the Checker, Calibration, Meetings etc).
- Chairing/attending calibration and call listening meetings with Quality Team, Team Leaders and Senior Management.
- Compiling and submitting detailed quality reports to feed into Senior Management and Process Improvement teams.
- Assess agreed volumes of quality auditing to evaluate the quality of service being delivered, across Operational areas, to specified deadlines. Through continuous and rigorous monitoring, and timely interventions, audit scores improved by 8%.
- Achieve KPIs and SLAs including timely and accurate delivery of all tasks and reports. We were required to assess an agreed volume of interactions, with regular calibrations and check-the-checker activities to ensure we were auditing accurately and fairly.
- Leveraging speech analytics insights to improve call quality and agent performance. Deep dive analysis to establish both process and soft skills improvements with speech analytics, using words and phrases to identify trends.
- Strong skills in analysing call trends and presenting actionable insights to stakeholders.
- Speech analytics fine tuning to produce more accurate categories.
- Support Insight Team categorising NPS data for feedback to the client. Large datasets were reviewed, and reports created for trends, which allowed the Insight team to create and present solutions/interventions to the operational team.
- Creating and updating documents supporting QA work (Orwell, Worklists etc.).
- Reviewing and updating quality framework documents to fit updated/new quality models.
- Experienced in sentiment analysis, customer intent, and compliance tracking.
- Collaborated with cross-functional teams to design call quality standards based on speech analytics findings.
- Proficient in tools such as Verint/NICE Nexidia.
- Contribute to any ad-hoc projects.
- Training new Quality Coaches though our succession planning talent pool.
- Promote a culture where quality matters.
- Working with Banking and Retail clients.
- Coaching and Development of advisors.
- Driving advisors to achieve client KPI's.
- Quality checking advisor work (inbound and outbound calls/email/white mail/social media).
- Identifying and managing any business risks posed by advisors and process.
- Data analysis to identify improvement areas for advisors and process.
- Tailored and delivered training courses for new agents, Quality Analysts and Insight/PI Team.
- Supported Insight Team categorising NPS data for feedback to the client.
M&S Quality Assurance Manager - Capita
(2015-09 - 2016-01)
Secondment opportunity during Quality Analyst/Coach role to further expand skills and knowledge.
- Identify non-compliance to call standards and make recommendations to Operations for improvement.
- Produce reports from systems such as Rant and Rave to feed into Operations highlighting areas of improvement to drive high standards.
- Conduct benchmarking sessions with Team Managers to ensure consistency in marking.
- Listen to and monitor calls against client standards.
- Perform quality checks against Team Managers to ensure consistency is upheld.
- Feed quality data to Comms team with the aim of giving incentives to high performing agents.
- Conduct information security audits for the site in line with ISO27001 standard.
- Co-authored site-specific information security documentation for use with ISO27001 security audits.
Acting Team Leader/Coach/Escalation Support - Ventura/Capita
(2009-08 - 2013-07)
From February 2013 to June 2013, was part of a team sent to Cape Town, SA to set up an offshore contact centre.
- Coaching and Development of advisors.
- Identifying and managing any business risks posed by advisors and process.
- Data analysis to identify improvement areas for advisors and process.
- Compiling and submitting detailed quality reports to feed into Senior Management and Process Improvement teams.
- Implementing changes identified from Process Improvement investigations and reports.
- Working with local and UK IT teams to identify and rectify system issues.
- Creating and delivering bespoke training packages to aid the development of the agents and management team.
- Calibration and call listening meetings with Team Leaders and Senior Management.
- Quality checking advisor work.
- Driving advisors to achieve client KPI's.
- Managing unit performance and driving delivery of Client KPI.
- Ensuring advisors are fully equipped to undertake the role.
- Managing underperformance in line with policies and procedures.
- Data analysis to identify development areas for myself and advisors.
- General administration of customer accounts.
- Dealing with escalated/complex customer complaints.
- Identifying and managing any business risks posed by advisors.
Learning and Development Officer - Ventura
(2006-07 - 2009-08)
Company: O2
- Introducing new starters to the business through Orientation and setting business expectations.
- Introducing new starters to company policies and procedures.
- Creation of training material.
- Delivery of training to new and existing advisors.
- Update of training material.
- Ensuring advisors are fully equipped to undertake the role through assessment of knowledge and skills.
CEA - Ventura - Dearne Valley
(2004-10 - 2006-07)
Company: O2
- General administration of customer accounts.
- Dealing with complex customer queries and complaints.
Cellar Manager - Ultimate Leisure
(2001-07 - 2004-10)
Company: Beach Nightclub
- Run and maintain 4 cellars.
- Responsibility for budgeting and stock taking.
- Organising deliveries and appropriate staff for deliveries.
