Lauren Smith

• Promoted to Head of L&D & QA
• Aligning L&D & QA strategies to the overall business strategies to support meeting company objectives
• Overseeing the design, delivery and evaluation of appropriate learning solutions which build individual, team and organisational capability
• Promoting continual professional development and professional standards to enable high performing teams
• Collaborating with senior stakeholders to ensure training initiatives support workforce development strategies.
• Development, implementation, and continuous improvement of L&D policies, standards and working procedures, to support and enable effective L&D practice
• Ensuring compliance with our regulatory requirements in respect of mandatory training and wider professional development
• Developing and implement quality policies and procedures across the organisation
• Leading QA auditing and reporting, ensuring compliance with company quality standards and driving corrective and preventive actions.
• Promoting a culture of continuous improvement across the organisation

• Promoted to Training & QA Manager
• Responsible for leading the trainers, performance coaches and quality auditors in supporting the learning and development and quality assurance with business requirements
• Conducted training needs analysis to identify business training requirements.
• Designed and evaluated training programmes and materials to promote high customer service standards.
• Incorporated diverse training methods, including classroom training, on the job training and e-learning, to address learner needs, adapting methods to stay up to date with employee needs.
• Tracked training progress and completion rates and monitored annual refresher training requirements
• Organised external training events to enhance employee skills.
• Facilitated career development by establishing an apprenticeship programme for employees.
• Redesigned our employee pre-boarding and onboarding induction programme, contributing to Call North West Award for Best Recruitment and Retention Strategy in 2023.
• Designed and implement quality monitoring standards and evaluation programmes, focusing on customer interactions
• Developed quality assurance audits that analyse agent performance and customer service outcomes
• Implemented call levelling sessions to ensure operational and support departments are aligned, and to discuss issues and trends which could be linked directly into training and coaching opportunities

• Joined original project team for onboarding new Motability Contract in 2018.
• Collaborated with SST and Motability Performance Coaches to replicate Performance Coach role internally.
• Attended train-the-trainer sessions at Motability, ensuring knowledge aligned with new role requirements.
• Participated in Motability Call Levelling Sessions to align my scoring results with expected outcomes.
• Designed and implemented training initiatives in partnership with Motability stakeholders for Proximo Motability Hire Team.
• Coached and mentored members of the Motability Hire Team to enhance performance.
• Developed bespoke coaching sessions tailored to diverse learner needs.
• Trained all new starters on the Motability Hire Team, promoting standards and appropriate behaviour.
• Collaborated with Team Leaders and Managers to deliver actionable feedback and updates.
• Identified training needs and supported delivery of interventions for staff development.
• Role modelled appropriate behaviours and standards in operational areas.
• Participated in call grading sessions to ensure consistent coaching and call quality.
  

2008-2017

Promoted to Senior Operational Team Leader, overseeing FNOL, Claims, In Hire Monitoring, ULR, and AD teams.

2007-2008

Advanced to Assistant Team Leader in Claims, enhancing team performance.

2004-2007

Joined Proximo as a Claims Handler, managing claims processes effectively.