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Quality Manager, Sales Manager & Trainer

I am currently available for work
Serial No: 3632
(18/03/1980, male)
List top 5 skills: analysis / analytical, interpersonal skills, performance management, presentations

4th February 2013 - Present:  Training & Development Manager - AC Trained (Just Drive), Glasgow, Scotland

AC Trained is a business training provider, specialising in assisting long term unemployed and youth unemployed in retraining and finding employment across varying industry sectors

Key Achievements:

  • Designed and rolled out a bespoke 6 week training course on call centre basics to people with no call centre experience
  • So far 60% off all attendees have successfully gained employment within the call centre and insurance business sectors since completing the course
  • 14% have went on to further education and training
  • Provide support to company directors in preparing presentations and business plans for
  • Quality Support Analyst
March 2008 – February 2013:  Parseq, Glasgow.


Parseq are an Outsourced Call Centre who provide services for prestige blue chip companies across the UK

Key Achievements:
  • Responsible for turning around campaign quality performance from failing to achieve target over a 53 week period to achieving target 10 weeks consecutively.  This is still a record for the client
  • esponsible for achieving the highest weekly QA score for the client, of 92 from 100.
  • Coordinated a restructure of the process along with designing and delivering training to all relevant parties
  • Manage complaints process from complaints received through to resolutions and performance management
  • Provide detailed analysis and reports on all areas of the clients Quality Assurance Process
  • Give presentations to all relevant stakeholders, from sales agents to client directors
  • Managed a team of Assessors and Help Desk Coordinators to provide full cover across varying shifts and campaigns
March 2007 – March 2008:  Team Manager - Avance/Parseq, Glasgow.

Parseq are an Outsourced Call Centre who provide services for prestige blue chip companies across the UK

Key Achievements:
  • Managed a team of 15 sales advisors across many KPI’s
  • Set site record for sales in a week and Sales per Hour

Spoken languages: english
In what location are you searching for employment: Germany, Netherlands, new zealand, spain, switzerland, United Arab Emirates