Jordan McFall
Quality Manager @The Access Group
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WORK HISTORY
Quality Manager @The Access Group
GB
Accountable for the design and implementation of a new Service Quality framework, ensuring comprehensive understanding and consistent alignment across the entire organization- Took ownership of end-to-end quality performance and related metrics, employing key indicators such as NPS, CSAT, ASAT, escalation insights, AHT, and Quality insights to provide a holistic view of agent performance. This approach supports targeted performance coaching initiatives- Designed and implemented an effective performance coaching model that synergizes seamlessly with Quality insights, fostering a coaching culture throughout the company- Collaborated closely with cross-functional teams including training, marketing, operations, and HR to deliver insights for continuous improvement, accountability, and advocacy for the perspectives of both agents and customers- Led initiatives for continuous improvement, identifying opportunities through the Service Quality framework- Designed and executed additional supporting processes such as Service Accountability (ensuring the fundamentals of customer service), Make It Right (root cause analysis and resolution of significant customer experiences), and Recognition (structured positive reinforcement of behaviors positively impacting service quality).
EDUCATION
Dublin Business School
Diploma in Coaching for performance
Dublin City University
Bachelor of Science (BSc), Multimedia
SKILLS
ABOUT JORDAN MCFALL
I am a people focused customer service leader with over 13 years’ experience working in global contact call centres. I have been fortunate to be part of 2 award winning teams for our efforts in developing and executing behaviour based targeted coaching through service quality insights. I have designed and led on numerous projects involving stakeholders up to executive level and welcomed opportunities to travel the world supporting both the customer and teammate experience. Lean Six Sigma Green Belt Certified- Exceptional experience leading large, global, and multi-lingual teams- Proven ability to lead large teams, particularly in a distributed or remote setup- Experience in shaping strategy and driving outcomes aligned with customer experience goals- Strong track record in implementing new processes, systems, and tools to support growth ambitions- Proficiency in data analysis and root cause analysis to identify trends and areas of highest impact to customers- Experience in partnering with third-party service providers and managing relationships in strategic locations- Demonstrated ability to influence senior stakeholders and solve complex problems in matrix environments- Resilience and adaptability to thrive in a fast-paced, evolving work environment- Hands-on approach to delivery and execution, with a focus on continuous improvement- Curiosity, collaboration, and the ability to ask incisive questions to derive intelligent insights for improvement initiatives- Effective communication skills, including the ability to engage confidently with senior leadership, including C-suite and VPs- Solid knowledge of the ever evolving contact monitoring and interaction analytics software (NICE, Verint, Callminer, Scorebuddy etc.)- experience using Salesforce
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