Kirsty Laycock

Senior Quality Control, Training & Coaching Lead @Sainsbury\'s Bank

Spearheaded a multi-site team responsible for quality assurance, training, coaching, and control frameworks, supporting between 500 - 700 operational staff across contact centre and back-office functions• Designed and implemented a Critical to Quality, Risk-Based Sampling model, aligning with SYSC 4.1.1.R and regulatory standards• Elevated the performance and engagement of a previously underperforming department; engagement scores rose from 51% to 89%, with productivity improving by 32%• Used speech analytics to identify trends affecting vulnerable customers and dissatisfaction drivers, contributing to a 9% increase in quality scores• Reduced the size of the QC function through operational design efficiencies, while expanding coverage by 37%• Achieved eight consecutive positive audit outcomes, highlighting strong risk awareness and execution of control• Led the creation of a Training and Competency scheme that improved colleague performance, increasing the number meeting objectives by 25%• Introduced and governed a specialist Customer with Vulnerable Circumstances assessment framework, aligning with CONC 8.2.7 and Consumer Duty guidelines• Directed the design and delivery of comprehensive training initiatives for new starters, academies, and upskilling, receiving 94% positive learner feedback• Developed and led a bespoke Coaching Development Programme for 135 Operations Managers, enhancing leadership capability• Designed a soft skills programme to improve customer communication for over 500 participants• Embedded an \"Audit Ready\" mindset and discipline, improving engagement and responsiveness to assurance activity• Provided strategic and practical support during organisational transition, including training pathways and redeployment planning.• Managed supplier oversight for outsourced services, ensuring compliance with internal and regulatory requirements.• Supported governance of Transitional Service Agreements across two financial service providers