At Diligenta, I complete approximately 75–150 quality assurance audits each month, assessing customer interactions against quality frameworks, regulatory requirements and service standards. My monitoring and trend analysis have contributed to improved audit scores and fewer failed audits across four UK sites.
I investigate failed audits to identify issues in training documents, procedures and support resources, then work with relevant teams to have improvements reviewed and approved. I also compile monthly MI and trend reports for internal stakeholders and client representatives.
I deliver targeted coaching and feedback, train new team members, and support colleagues with technical and procedural queries. I’ve also contributed to process audits involving vulnerable customers and helped improve training with example calls and discussion exercises.
Earlier at Diligenta, I handled pension policy enquiries, amendments and claims, and assisted with testing a new telephone-based lump-sum claims system by identifying defects and giving feedback. At NatWest / Royal Bank of Scotland, I handled banking enquiries and transactions and referred suspicious transactions for specialist fraud investigation.
