Jessica Bettley-Royle

Experience

• 

  Worldpay

  Mar 2015 - Dec 2019

  Within this role, I had several responsibilities and raised my profile within the company. I provided effective quality and compliance feedback to support coaching across a telephony-based sales role, ensuring the company is adhering to the FCA guidelines. Helped to improve conversion and retention across the sales function by delivering insight following quality checks. Two years’ experience in complaint handling and delivering constructive feedback to stakeholders in the business and a further two years’ experience supporting HR, including investigations, minute taking for hearings/ disciplinary’s & appeals. Supported the Fraud and Transaction Monitoring teams by providing insight to ultimately prevent fraudulent customers from receiving products and services. Show less This role required me to have impeccable attention to detail and embed quality in all aspects of the company. Daily I analysed calls to ensure they were compliant and in accordance with FCA guidelines, working with the telesales division across multiple sites. I ensured 100% accuracy and provided constructive feedback. This role also required me to coach sales agents on compliance to improve the sales process by providing a great customer journey and experience. I worked closely with the training department to ensure the training provided was to an impeccable standard. Liaising closely with team leaders and stakeholders in the company and communicating effectively at all levels. Show less

  • Quality & Compliance Expert

    Apr 2017 - Dec 2019

  • Quality Assurance Administrator

    Mar 2015 - Apr 2017
• 

  NOW: Pensions

  Jan 2020 - now

  Quality Consultant

  I am a passionate and driven core member of a small Quality Team who strives to be a high performer. In a short amount of time, I have successfully embedded and implemented the quality function within the Customer Experience team, which had minimal checking recorded and conducted when I first started. I have created and implemented quality checks and MI to record and monitor quality for Operations. I worked closely with another team to implement a Dashboard which tracks trends across multiple sites. I have created and rolled out a Quality Feedback Process, allowing team managers to provide consistent feedback. I am passionate about due diligence and ensuring we are working efficiently; this has enabled me to recognise risk and issues, which in turn, I have provided solutions for the business. For example, creating an in-house accreditation, risk matrix and audits.I assisted the team managers by training and coaching new starters and providing quality feedback on a one-to-one basis. Working with higher management and other stakeholders to supply insight and root cause analysis to improve the customer journey, making positive and effective change, thus improving quality within Operations.Some of my analysis enabled me to network with other teams, such as Data Governance and Compliance, ensuring we meet our required standards. Show less