Sales & Service Quality Program

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

Business problem

• Reduce cost through FTE
• Improve staff engagement surrounding Quality Framework
• Improve staff competency for knowledge and skill, impacting customer experience 

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

Outcomes

• Improved insights through integrated reporting
• Reduce offshore FTE in Quality Assurance team from 32 FTE to 11 FTE, whilst maintaining output with cost saving of $350K p.a.
• Improved visibility of offshore QA team performance and accountability for SLAs as well as managing offshore workload
• Improved issue tracking for quality assurance routines