Daniel Costall
Liscard,Wallasey
Summary
Skilled professional with expertise in communication, data analysis, and project management. Proven track record in mentoring teams and driving continuous improvement initiatives. Capable of managing high-pressure situations while delivering actionable insights to stakeholders. Committed to enhancing operational performance and customer experience through effective leadership.
Overview
16
16
years of professional experience
12
12
years of post-secondary education
Work history
Quality Manager
Barclays Bank PLC
Liverpool, Merseyside
2021.02 - 2025.07
- Tracked customer and regulatory metrics for Operational QA performance, generating regular reports to identify improvement areas.
- Facilitated workshops on best practices for enhancing customer outcomes and experiences.
- Developed quality management strategies to elevate internal and external QA performance.
- Coordinated cross-departmental teams to enhance customer service delivery.
- Reviewed and updated operational procedures for alignment with market demands.
- Managed QA team through transformations, achieving set goals and timelines.
- Oversaw UK and offshore analysts, fostering skill development and awareness of key banking issues.
- Collaborated with second and third lines of defence to ensure compliance with internal frameworks and FCA regulations.
Customer Quality Enabler (CQE)
Barclays Bank PLC
Liverpool, Merseyside
2016.08 - 2021.01
- Led multiple projects to transition complaint handling teams to the End to End QA model.
- Facilitated calls, ensuring timely completion of action items.
- Established and maintained relationships with key stakeholders, providing ongoing support.
- Coordinated collaboration across departments through effective planning and communication.
- Mentored new CQE team members, enhancing their role knowledge and skills.
- Delivered daily feedback and coaching to improve team performance and share best practices.
- Cultivated strong partnerships with Policy & Standards, QRCA, and Compliance on key projects.
Senior Quality Assurance Manager
Barclays Bank PLC
Liverpool, Merseyside
2015.04 - 2016.07
- Conducted independent quality assurance and analysis in specialist areas, including Mortgages and Business.
- Presented findings to operations in a clear and structured format for corrective measures.
- Served as a point of referral within team across multiple sites and operations.
- Completed project work within tight timescales for senior management review and implementation.
- Established regular meetings with site representatives to identify and implement improvements.
- Travelled to new sites to promote and develop quality assurance in newly formed departments.
Quality Assurance Assessor
Barclays Bank PLC
Liverpool, Merseyside
2014.10 - 2015.04
- Conducted independent quality assurance and analysis within Advocacy, identifying key risk factors.
- Supported completion of audit activities while managing stakeholder relationships effectively.
- Ensured compliance with regulatory requirements and Barclays Operational Risk Framework.
- Compiled monthly management information to analyse operational performance and identify trends.
Specialist Complaints Manager
Barclays Bank PLC
Liverpool, Merseyside
2013.12 - 2014.09
Customer Relations Manager
Barclays Bank PLC
Liverpool, Merseyside
2012.06 - 2013.11
Customer Relations Advisor
Barclays Bank PLC
Liverpool, Merseyside
2009.05 - 2012.05
Education
Cache Level 2 - Understanding Autism
NCFE
Liverpool 2025.01 - 2025.06
Cache Level 2 - Understanding Behaviour That Challenges
NCFE
Liverpool 2024.10 - 2025.01
BA - Leadership and Management
Anglia Ruskin University
Cambridge, Cambridgeshire 2019.01 - 2021.01
BA Honours - Economics
Liverpool John Moore's University
Liverpool 2004.09 - 2007.07
2 A Levels - Economics and I.T.
St Mary's Sixth Form College
Wallasey, Wirral 2002.09 - 2004.07
10 GCSE's - Including Maths, English and Science
St Mary's College
Wallasey, Wirral 1997.09 - 2002.07
Skills
- Verbal and written communication
- Issue ownership
- Successful task execution
- Challenging target setting and achievement
- Ability to work under pressure
- Data analysis and interpretation
- Findings presentation to stakeholders
- Achievement recognition
- Collaboration with colleagues and stakeholders
- Adaptability and resilience in challenges
- Mentoring and coaching staff members
- Drive for continuous improvement initiatives
- Techniques for root cause analysis
- Leadership in projects and teams
- Management of project timelines
- Analysis of data sets
- Interpretation of analytical results
Timeline
Cache Level 2 - Understanding Autism
NCFE
2025.01 - 2025.06
Cache Level 2 - Understanding Behaviour That Challenges
NCFE
2024.10 - 2025.01
Quality Manager
Barclays Bank PLC
2021.02 - 2025.07
BA - Leadership and Management
Anglia Ruskin University
2019.01 - 2021.01
Customer Quality Enabler (CQE)
Barclays Bank PLC
2016.08 - 2021.01
Senior Quality Assurance Manager
Barclays Bank PLC
2015.04 - 2016.07
Quality Assurance Assessor
Barclays Bank PLC
2014.10 - 2015.04
Specialist Complaints Manager
Barclays Bank PLC
2013.12 - 2014.09
Customer Relations Manager
Barclays Bank PLC
2012.06 - 2013.11
Customer Relations Advisor
Barclays Bank PLC
2009.05 - 2012.05
BA Honours - Economics
Liverpool John Moore's University
2004.09 - 2007.07
2 A Levels - Economics and I.T.
St Mary's Sixth Form College
2002.09 - 2004.07
10 GCSE's - Including Maths, English and Science
St Mary's College
1997.09 - 2002.07