Sales & Service Quality Program

I designed and implemented the Coles Insurance Sales & Service Quality Framework.

Business problem

What I did

  1. Analysed and reviewed existing quality operations
  2. Researched online for best practice and potential directions
  3. Shifted the focus from process compliance to customer experience, adding more customer-centric focus
  4. Designed a digital scorecard and integrated reporting tool, leveraging capabilities in the existing call recording software
  5. Simplified the scoring methodology from numeric to a star-rating, primarily focused at staff engagement
  6. Renegotiated contract with vendor
  7. Trained 30+ Quality Assessors about technical changes
  8. Briefed 500+ frontline staff and managers about impacts to role
  9. Travelled to Durban, South Africa to roll out the new program and provide targeted coaching to team leaders and managers


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