Ghania Hussain
Summary
Process-minded and detail-oriented professional with experience across financial services, quality assurance, customer service, and legal casework. Trusted by managers to support colleagues through call listening and compliance coaching, providing clear, practical feedback to improve performance and adherence to processes. Experienced in conducting quality checks, reviewing interactions against set standards, and identifying trends and areas for improvement to support consistency and service quality. Confident communicator able to present findings clearly, encourage development, and maintain high standards in a fast-paced environment.
Overview
7
7
years of professional experience
Work history
Customer service representative (Lloyds)
Teleperformance UK
2024.01 - Current
- Handle inbound customer calls within a regulated financial services environment, ensuring strict adherence to procedures and delivering accurate, well-documented outcomes.
- Consistently recognised for high-quality case notes, strong attention to detail, and compliance with internal processes and regulatory standards.
- Support colleagues through call listening and informal coaching, reinforcing compliance, accurate documentation, and adherence to processes
Quality assurance analyst (Eon Next)
Teleperformance UK
2022.07 - 2023.12
- Completed quality checks on a set number of customer calls, consistently exceeding targets.
- Reviewed calls against compliance, data protection, and internal quality standards, ensuring accuracy and correct process adherence.
- Provided structured feedback to agents, highlighting both strengths and areas for improvement.
- Shared feedback with agents in a clear and supportive way to help improve performance.
- Presented QA findings and recurring themes to team managers to support coaching decisions and identify process or compliance gaps.
- Maintained strong attention to detail when reviewing calls, ensuring fair, accurate, and consistent scoring.
Legal assistant
Baker and Coleman Solicitors
2021.12 - 2022.06
- Drafted and reviewed legal documents, ensuring accuracy and compliance with legal standards
- Liaised with clients, insurers, and third parties to obtain information and progress cases
- Gathered evidence and supported clients in preparation for interviews and statements
- Managed a high-pressure workload with strict deadlines, maintaining accuracy and professionalism
- Demonstrated integrity when handling sensitive information and resilience when working on complex, time-critical cases.
Customer service representative
Capita TV Licensing
2019.10 - 2021.11
- Delivered front-line customer support in a regulated environment, ensuring compliance with data protection, confidentiality, and service procedures.
- Recorded, investigated, and resolved customer complaints, escalating where necessary to maintain service quality and consistency
- Maintained accurate and detailed case records and CRM updates, supporting audit readiness and ensuring reliable documentation
Education
LLB Law with Criminology -
University of Salford
Salford 09/2016 - 06/2019
Skills
- Exceptional attention to detail
- Strong analytical and critical thinking skills
- Excellent verbal and written communication skills
- Strong organisation and time management skills
- Confident presentation and reporting skills
Timeline
Customer service representative (Lloyds)
Teleperformance UK
2024.01 - Current
Quality assurance analyst (Eon Next)
Teleperformance UK
2022.07 - 2023.12
Legal assistant
Baker and Coleman Solicitors
2021.12 - 2022.06
Customer service representative
Capita TV Licensing
2019.10 - 2021.11
LLB Law with Criminology -
University of Salford
09/2016 - 06/2019