Billy Condron

Training & Quality Manager @Harper Mcdermott Ltd

Glasgow, GB

Learning & Development:• I own the training cycle, encompassing preparation, organisation, delivery, and scheduling of all learning & development content.• I excel in delivering impactful group briefings, onboarding processes, and personalised coaching sessions.• Proficient in analysing, designing, and delivering training materials tailored to meet organisational needs.• Collaborate closely with stakeholders to develop bespoke training solutions aimed at instilling high service standards.Quality Assurance:• Successfully restructured QA processes by implementing robust monitoring mechanisms, governance frameworks, and comprehensive checklists.• Fostered a positive work culture by effectively communicating QA changes. • Perform monthly QA’s for staff and provide rigorous one-to-one feedback, targeted improvement plans, and team training sessions.• Collate data and deliver monthly team training sessions based on overall findings, trends, highlighting issues, and celebrating success.Compliance:• Proactively implement necessary measures and create compulsory training programs to ensure meticulous compliance with FCA & IPA regulations.• Author company policies, including those addressing vulnerability, to uphold industry standards.• Work closely with stakeholders to prepare for yearly IPA inspections, ensuring seamless compliance processes.• Enhanced skills through attending various vulnerability training courses, including with Money Advice Trust.Sales Operations:• Operate in an environment involving both inbound & outbound sales, focusing on the sales team.• Responsible for reviewing both successful and unsuccessful sales, remote live listening, and post-call review.• Provide feedback on a one-to-one basis and conduct team briefings to discuss areas for improvement.• Offer one-to-one coaching to support staff on personal development plans.