Jaimie-Lee Stewart

• Strategic leadership of UK Region front line Quality Assurance, Operational Training & Training Design functions consisting of 500+ team members.
• Design & delivery of business Training & Quality vision, strategy & operating model, aligning T&Q objectives with overall Operational strategy.
• Implementation & governance of Training & Quality Assurance framework aligned to global ways of working & standards.
• Implementation of Quality Assurance framework aligned to ISO 9001 standards, Consumer Duty & FCA regulation.
• Innovative T&Q solutions delivery, leveraging technology & tools to engage, motivate, improve speed to competency & reduce attrition at the front line.
• Deliver training needs analysis and design functionality to identify training & learning gaps, maximising opportunities to enhance our service proposition to clients, driving revenue into region.
• Partner & support 45 + clients (including multiple Financial Services clients) across the UK region including large scale, complex operations.
• Contribute & deliver to UK region strategy for Shared Services Support - delivering a cohesive support service to the operation.
• Resource planning & T&Q budget management.

Key Achievements:

• 8 industry awards achieved 2022-2025 including winning Gold Award for Support Team of the Year 2022, at the European Contact Centre & Customer Experience Awards.
• 3.8 million annual revenue generated via Quality Assurance solution delivery.
• £230k saving generated through training compression for global client.
• Designed & delivered Operational Playbook blueprint for CNX 'Insights' tool, supporting successful implementation across 15 key strategic clients.
• Successful implementation of 'Insights' proof of concept into key strategic retail client across geographies.
• 95%+ T&Q team enrolled in team Development program. 6% decrease in attrition, 30% reduction in cost to recruit.
• Offshoring of QA & compliance teams for 2x Telco clients positively impacting revenue and risk & reward month on month.
• Lead UK Region PULSE Quality deployment plan & delivery, launching successfully into 36 'in scope' accounts.
• 90%+ Trainer utilisation, 85%+ Training throughout achieved consistently across account portfolio.
• Innovative training tools - 38 deployments in H1, including Training AI, TalesNxt and ALBA, additional 49 in plan.
• Implementation of Quality insight methodology 'MyQi' - 20% avg. uplift in Quality KPI across client base.
• £300k revenue generated in year 1, through learning design initiatives & 'Selling Learning as a Service' delivery.
• Implementation of Flexi Learn Training offering & gamification learning solution into Automotive & Telco clients - improvements in 30 day attrition (11%>0%), 0-90 day attrition(25%>15%).
• Founding committee member of the Supporting Women in Leadership group (Diversity & Inclusion). 20% increase - gender parity at Board Level in line with 2023 strategic priorities.

• Strategic leadership of Quality Assurance function - UK, South Africa & India.
• Best Practice Quality & CX Operating Model design & implementation.
• Business Quality Policy & Objectives design & delivery in line with ISO 9001 Quality standards.
• Budget & resource planning/management.
• Partnering UK region operational stakeholders to enable & support achievement of key operational performance objectives & priorities.
• Operational oversight, assurance & risk mitigation delivery.
• Design & delivery of Complaints Operating Model for UK Financial Services client base.

Key Achievements:

• Efficiency saving of £200k achieved for Quality Assurance function within UK in year 1 due to structure review, including off/near shoring of QA.
• Design & delivery of global best practice Quality Management technology 'MyQA' into 100% strategic UK region accounts generating avg. 30% improvement in QA productivity.
• Achieved Quality Management System global standard ISO 9001 ‘best in class' accreditation status in 2018.
• Designed & delivered 3 Tier Quality Assurance Model, processes & practices. 95% UK region clients successfully transitioned/aligned to 3 Tier Operating Model.
• Design & delivery of risk based Operating Model & Customer Outcome Framework for FS clients - 70% reduction in Critical Fail KPI within 5 weeks.
• Complaints Transformation Strategy - FS client - 80% reduction in volume of complaints from previous quarter.
• Finalist ECCCSA in 2018 for 'Best Quality Team'.
• Implemented new Targeted Coaching Model into Telco client -avg. 12% increase in NPS score across commercial within 9 weeks.
• Licence To Coach initiative - 25% improvement in account Team Leader coaching capability achieved in 8 weeks.
• Business wide Complaints Operating Model designed & delivered into UK FS regulated campaigns - 58% reduction in volume of complaints in Quarter 2 2018 versus 2017.
• 10 point improvement in team annual employee engagement score achieved - successful delivery on Annual People Plan.

• Strategic leadership of Quality Assurance function supporting multiple large scale UK campaigns including Financial Services.
• Delivery of & adherence to 'best practice' Quality Operating Model, ensuring contractual client requirements are met, support achievement of Operational Quality target/KPI.

Key Achievements:

• £200k efficiency saving contribution during year 1 in role through restructure initiative.
• Average uplift of 16% Quality KPI - implementation of best practice Quality operating model by H2 2014.
• Introduction of new Knowledge Management System into Operations - 40% increase on 'new start' speed to competency attainment.
• New Business implementation model for Quality designed & delivered into UK business - 4 point uplift in annual Client Satisfaction Survey score. Record score for support team(s).
• 60% increase in QA speed to proficiency due to QA onboarding redesign.
• 23% improvement in Quality performance for 'Top 3' Global Retail client, CSAT 0% variance to target within 4 weeks. Secured 2 new lines of business & contract extension.
• Design and implementation of global Quality standards/operating model ‘BEST QA' -average 10% uplift in QA alignment performance within 8 weeks.

• Training & Quality operating model, framework & standards delivery focused on front line service excellence.

• Optimisation of operating practices and processes, driving efficiency and offshore support function(s) capability.

• Lead team of L&D Specialists in design & delivery of innovative learning solutions for 'new to market' propositions providing L&D consultancy service to internal business.

• Design & delivery of technical & specialist L&D solutions to support high performance & customer experience excellence.