# Liam Mcfarlane

Liam Mcfarlane is a remote worker on Himalayas, Quality Assurance and Coaching at Diligenta, based in United Kingdom.

Source: https://himalayas.app/@liammcfarlane

```text
Quality Auditor and Coach at Diligenta, completing 75–150 monthly audits and contributing to fewer failed audits across four UK sites.
```

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | United Kingdom |
| Authorized to work in | United Kingdom |
| Salary expectations | 30k+ GBP |
| Job categories | Quality Auditor, Quality Assurance Coach, Customer Service |
| Skills | Quality Assurance, Quality Auditing, Regulatory Compliance, Quality Frameworks, Root Cause Analysis, Trend Analysis, Management Information, Process Audits, Continuous Improvement, Coaching, Feedback, Training Delivery, Stakeholder Management, Cross Site Collaboration, GDPR Incident Handling |

## About

```text
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.
```

## Experience

### Quality Assurance and Coaching (current)

Diligenta. Sep 2021 - Present

```text
Conducts 75-150 quality audits per month, performs root cause analysis, delivers coaching, and compiles management information to improve audit scores across four UK sites.
```

Skills: Quality-Assurance, Quality-Auditing, Root-Cause-Analysis, Coaching, Feedback, Management-Information, Trend-Analysis, Regulatory-Compliance, GDPR, Complaint-Handling, Vulnerable-Support, Training-Delivery, Stakeholder-Management, Cross-Site-Collaboration, Microsoft-Office

### Customer Service Representative

Diligenta. Oct 2018 - Sep 2021

```text
Managed pension policy enquiries, amendments, and claims in a regulated financial services environment. Handled complaints, supported online servicing, and assisted with system testing and development.
```

Skills: Customer-Service, Complaint-Handling, Active-Listening, Problem-Solving, Technical-Troubleshooting, System-Testing, Defect-identification, IT-Helpdesk, Pension-Administration, Financial-Services

### Customer Service Representative

NatWest / Royal Bank of Scotland. May 2018 - Oct 2018

```text
Managed inbound banking enquiries and account transactions, investigated suspicious transactions, and referred fraud cases appropriately.
```

Skills: Customer-Service, Banking-Operations, Fraud-Investigation, Transaction-analysis, Analytical-judgment, Escalation-Management

## Education

### BTEC

BTEC, Business. Grade: Merit

```text
Completed a BTEC in Business with Merit and ITC with Pass.
```

### GCSE

GCSE, General

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Completed GCSEs in various subjects with grades ranging from A to C.
```

## Tech stack

- Microsoft Excel
- Microsoft Word
- Microsoft Outlook
- Microsoft PowerPoint

To contact Liam, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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