Quality Assurance! Is your framework fit for purpose?
With many organisations reviewing their purpose and strategy, how do we ensure our Quality Frameworks are aligned and continue to deliver a useful source of insight that enables us to understand the service our customers receive. Allowing proactive development of our people and processes as part of our Customer Experience Strategy. This interactive workshop is designed to give your clear ideas for an improvement roadmap; it will be led by a specialist from the Forum and experienced practitioners.
From attending this workshop, you will:
- Understand how different frameworks will deliver different outcomes
- Reflect on your Quality programmes purpose and if your framework supports that
- How multi-channel Quality Assurance can be delivered with limited disruption
- Hear from case studies and experts on how to set yourself up for success
Pete Dunn came from Npower as Quality Manager and has recently joined The Forum bringing a passion for gaining, sharing and using as much knowledge as possible in quality assurance, regulatory requirements & risk governance, project delivery, stakeholder engagement and continuous improvement activity with the aim of helping everyone to deliver the best possible customer service experience. He has worked in the customer contact industry for almost a decade, working for the last 3 years with in-house and on/offshore partners on Quality Control, Assurance and Management Framework design, development and delivery as well as managing teams of Analysts and Senior Analysts in day to day assurance activity across Front and Back Office functions. He also coached one of the inaugural Quality Analyst of the Year winners, has been commended as a Rising Star and was awarded the Challenge Award in 2016.
Nicola Callan is a Director at The Forum having previously been our Head of Learning & Engagement from 2014 – 2017. She is responsible for the operational and people elements of our team, and for the individual engagement of our members with our programmes. Nicola is passionate about identifying, building and developing strengths and in creating the right conditions that release our potential and that of those around us. Nicola started her career in the travel industry working in customer facing and management roles in Spain and in the UK. A move to a consultancy firm in Financial Services generated experience in process definition and improvement methodologies before moving into customer journey mapping and quality assurance. Prior to leaving Financial Services, Nicola specialised in organisational redesign and colleague engagement. Additionally, she has significant experience in people leadership principles and is an active coach and mentor.