Claire Lee
Portsmouth,Hampshire
Summary
Experienced Quality Assurance Leader with a strong foundation in compliance, operational excellence, and human-centred service. Renowned for transforming internal practices, forging cross-functional alliances, and championing accessible, inclusive policies—especially in health and wellness environments. A passionate advocate for dignity in service, growth in leadership, and integrity in execution.
Overview
12
12
years of professional experience
1
1
Certification
Work history
Quality Assurance Manager
Bluecrest Wellness
Worthing, West Sussex
2021.07 - Current
- Rose through four internal roles—Agent to Manager—driven by innovation, performance, and trust.
- Developed “Additional Capacity Needs” initiative to support clients with dementia—first of its kind in the company.
- Appointed Safeguarding Deputy, managing sensitive cases, guiding teams, and refining key protocols.
- Led development and enforcement of QA frameworks aligned to CQC, data protection, consent & capacity controls.
- Launched internal shadowing programme, building understanding between departments and elevating QA visibility.
- Generated impact-focused performance reports for senior leadership, backed by trend analysis and actionable insights.
- Facilitated staff training programmes, performance appraisals, and real-time call coaching.
Senior Customer Care Advisor
iTalk Telecom
Brighton, Brighton and Hove
2020.06 - 2021.06
- Took ownership of escalated calls, turning complex cases into opportunities for resolution and retention.
- Managed remote agent queries in live chats, responding with clarity, speed, and precision.
- Created weekly stat dashboards; coached agents to exceed KPIs and customer satisfaction goals.
- Delivered training and live coaching to uphold call quality and compliance standards.
- Awarded iTalk’s first "Employee of the Month" based on nominations across departments.
Customer Care Advisor
Bluecrest Wellness
Worthing, West Sussex
2018.10 - 2020.06
- Delivered confident, compassionate support in both inbound and outbound sales environments.
- Re-engaged lapsed clients through thoughtful outreach and effective objection handling.
- Partnered with internal teams for a seamless end-to-end customer experience.
Pharmacy Assistant
Paydens Pharmacies
Worthing, West Sussex
2013.06 - 2018.10
- Dispensed and accuracy-checked prescriptions across varied patient demographics, ensuring correct dose, form, and strength.
- Performed controlled drugs audits, reconciling stock with the controlled drugs register, and investigating discrepancies in line with compliance protocols.
- Managed the destruction of controlled substances according to regulatory standards, maintaining accurate records and accountability throughout.
- Oversaw stock procurement and supplier coordination, providing timely communication on availability and delivery delays.
- Collaborated with doctors, carers, and hospital staff to support multidisciplinary care in pharmacy settings.
- Qualified in Health Care Assistance and Accuracy Checking, applying detail-oriented standards to every stage of dispensing.
Education
NVQ Level 3 - Health & Social Care
Cornwall College
Saltash, CornwallGCSEs -
Saltash.net Community School
Saltash, CornwallSkills
- Dementia Friend
- Safeguarding Adults (Level 3)
- CGI Essential Corporate Governance
- Leading with Confidence – Leadership Course
- Oliver McGowan Training (Tier 1)
Certification
- British Assessment Bureau ISO:9001 Auditor Certification (2024)
- CGI Essential Corporate Governance Training (Completed 2025)
Affiliations
Embroidery allows me to engage with the slower, more intentional side of life. There’s a deep sense of satisfaction in turning something simple into something meaningful—whether that’s a stitched design or a quality improvement process. I’m also passionate about history, especially how stories from the past can help us build more thoughtful, inclusive systems today.
Timeline
Quality Assurance Manager
Bluecrest Wellness
2021.07 - Current
Senior Customer Care Advisor
iTalk Telecom
2020.06 - 2021.06
Customer Care Advisor
Bluecrest Wellness
2018.10 - 2020.06
Pharmacy Assistant
Paydens Pharmacies
2013.06 - 2018.10
NVQ Level 3 - Health & Social Care
Cornwall College
GCSEs -
Saltash.net Community School