Rachael Barrow

WORK HISTORY

SKILLS

ABOUT RACHAEL BARROW

Responsible for strategic management of the Quality Compliance Team and Executive Office of the President Teams across the operations departments. Working with various contact center and corporate areas to drive excellence in customer experience and identify business improvements areas through root cause and trend analysis. Accountable for spearheading HSNA\'s Voice of the Customer Committee, ensuring processes and procedures are in place, effective and regularly reviewed.Ensuring all the complaints processes and procedures for HSNA are fit for purpose, whilst exploring efficiencies and improvements from root cause analysis and business feedback. I have worked predominantly with the quality assurance and conduct risk for the Complaints departments at HomeServe UK and USA, as well as innovating new quality monitoring schemes and frameworks for new business areas including Remediation and Front-Line Resolutions. I have had several years\' experience in sales and service monitoring in a regulated environment including managing external outsourcing/vendor companies in line with quality KPI’s and objectives. This involved traveling to different sites throughout the UK. I have experience working to achieve FCA project requirements with the Remediation teams, due to my previous experience within the business. Having a strong attention to detail and being responsible for the data capture and analytical side of the Quality department, I had the responsibility of ensuring all quality processes and procedures are mapped out clearly and kept up to date, in line with regulatory and business requirements. I hold a strong communication channel with our Compliance Monitoring and Legal teams within the global business, who provide the 2nd line of defense for quality assurance. The communication and embedding of these quality requirements is key within our (or any) business. I have responsibility for HSNA\'s Voice of the Customer (VoC) committee and work cross-functionally to ensure the business continues placing the Customer at the heart of everything we do. Most recently (April 2022) I have also taken responsibility for our training and curriculum design teams to ensure as our business grows we focus our development of agents and advocates for future success.