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
02.2021 - 07.2025
- 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
08.2016 - 01.2021
- 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
04.2015 - 07.2016
- 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
10.2014 - 04.2015
- 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
12.2013 - 09.2014
Customer Relations Manager
Barclays Bank PLC
Liverpool, Merseyside
06.2012 - 11.2013
Customer Relations Advisor
Barclays Bank PLC
Liverpool, Merseyside
05.2009 - 05.2012
Education
Cache Level 2 - Understanding Autism
NCFE
Liverpool 01.2025 - 06.2025
Cache Level 2 - Understanding Behaviour That Challenges
NCFE
Liverpool 10.2024 - 01.2025
BA - Leadership and Management
Anglia Ruskin University
Cambridge, Cambridgeshire 01.2019 - 01.2021
BA Honours - Economics
Liverpool John Moore's University
Liverpool 09.2004 - 07.2007
2 A Levels - Economics and I.T.
St Mary's Sixth Form College
Wallasey, Wirral 09.2002 - 07.2004
10 GCSE's - Including Maths, English and Science
St Mary's College
Wallasey, Wirral 09.1997 - 07.2002
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
01.2025 - 06.2025
Cache Level 2 - Understanding Behaviour That Challenges
NCFE
10.2024 - 01.2025
Quality Manager
Barclays Bank PLC
02.2021 - 07.2025
BA - Leadership and Management
Anglia Ruskin University
01.2019 - 01.2021
Customer Quality Enabler (CQE)
Barclays Bank PLC
08.2016 - 01.2021
Senior Quality Assurance Manager
Barclays Bank PLC
04.2015 - 07.2016
Quality Assurance Assessor
Barclays Bank PLC
10.2014 - 04.2015
Specialist Complaints Manager
Barclays Bank PLC
12.2013 - 09.2014
Customer Relations Manager
Barclays Bank PLC
06.2012 - 11.2013
Customer Relations Advisor
Barclays Bank PLC
05.2009 - 05.2012
BA Honours - Economics
Liverpool John Moore's University
09.2004 - 07.2007
2 A Levels - Economics and I.T.
St Mary's Sixth Form College
09.2002 - 07.2004
10 GCSE's - Including Maths, English and Science
St Mary's College
09.1997 - 07.2002
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