Keith Simpson Cert Rbcb
Quality Monitoring Team Specialist @Leeds Building Society
Signup · Get unlimited contacts
WORK HISTORY
Quality Monitoring Team Specialist @Leeds Building Society
Leeds, GB
Provided expert monitoring and assurance of the Mortgage Services, branch network and complaints departments, through timely delivery of the oversight plan and themed reviews. Completed competency sign off for 4 team leaders.Provided valuable insight and feedback to relevant first-line assurance tester/ specialist on re-performance findings, agreeing appropriate remediation activity (where appropriate) to drive consistency, support colleague development and good customer outcome delivery.Organised and led departmental QA consistency sessions, in accordance with the QA framework.Adapted to changing business priorities by delivering QA checks on colleagues by applying a risk-based judgement and decision-making skills to evaluate findings through various methods, including call listening, file reviews and case notes.Delivered customer outcomes assessments across a variety of products on all aspects of customer journeys covering areas such as customer communications across all channels, case files, policies and procedures, process design, regulatory standards and customer experience.Identified opportunities on how to improve processes, systems, training and culture which drive good customer outcomes across the Society.
EDUCATION
TSB
TSB Experiance 1,2,3
TSB
North Talent Academy
TSB
Media Training
Consumer finance
Business Of Banking certificate - paper 1
Chartered Insurance Institute
Financial planning certificate paper 1
Institute of financial services
Level 3 certificate in retail banking conduct of business
TSB
Tone of voice training
TSB
North Midlands Emerging Talent Academy
ABOUT KEITH SIMPSON CERT RBCB
Loyal, hardworking and highly experienced having worked for TSB for over 32 years. I put the customer at the heart of everything I do and ensure they receive fair outcomes across a range of testing including products, complaints, collections and vulnerable customers. I love to invest my time in colleagues and have created training programmes to support those wanting to develop and further their careers. I have a breadth of experience and success in area\'s to include building and leading high performing teams across multiple sites, leading various projects by engaging with both internal and external stakeholders, supporting control testing teams and being instrumental in major change initiatives. Out of work I like nothing else than to be active, I love sport and played football to a semi professional level for a number of years. My daughter also takes a lot of my time up and keeps me on the go! Thank you for taking the time to read my profile. If you have any questions, please feel free to contact me. My CV is available upon request.
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.