Quality Manager, Sales Manager & Trainer

4th February 2013 - Present: Training & Development Manager - AC Trained (Just Drive), Glasgow, Scotland

AC Trained is a business training provider, specialising in assisting long term unemployed and youth unemployed in retraining and finding employment across varying industry sectors

Key Achievements:

• Designed and rolled out a bespoke 6 week training course on call centre basics to people with no call centre experience
• So far 60% off all attendees have successfully gained employment within the call centre and insurance business sectors since completing the course
• 14% have went on to further education and training
• Provide support to company directors in preparing presentations and business plans for
• Quality Support Analyst

March 2008 – February 2013: Parseq, Glasgow.


Parseq are an Outsourced Call Centre who provide services for prestige blue chip companies across the UK

Key Achievements:

• Responsible for turning around campaign quality performance from failing to achieve target over a 53 week period to achieving target 10 weeks consecutively. This is still a record for the client
• esponsible for achieving the highest weekly QA score for the client, of 92 from 100.
• Coordinated a restructure of the process along with designing and delivering training to all relevant parties
• Manage complaints process from complaints received through to resolutions and performance management
• Provide detailed analysis and reports on all areas of the clients Quality Assurance Process
• Give presentations to all relevant stakeholders, from sales agents to client directors
• Managed a team of Assessors and Help Desk Coordinators to provide full cover across varying shifts and campaigns

March 2007 – March 2008: Team Manager - Avance/Parseq, Glasgow.

Parseq are an Outsourced Call Centre who provide services for prestige blue chip companies across the UK

Key Achievements:

• Managed a team of 15 sales advisors across many KPI’s
• Set site record for sales in a week and Sales per Hour