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Business Transformation Consultant ✹ Customised Solutions ✹ Intelligent Strategy ✹ Sustainable Results
Tracy Schofield
,
Livingston, United Kingdom
Experience
Other titles
Skills
I'm offering
A 22 year track record developing, customising and delivering strategic solutions with sustainable results for 2 well known and award winning Global Banks.
Business Growth and Management Consultant, specialising in transforming business performance and strategy.
An expert in modernising quality assurance, customer experience engineering, people performance coaching and strategy transformation delivering sustainable growth.
Designing performance deliverables, modernising your organisational practices, elevating expertise and streamlining processes in alignment with brand values, customer expectations and people centric autonomy.
We offer a suite of services that can help you achieve profitable, sustainable growth through customer-centric thinking.
Business Growth and Management Consultant, specialising in transforming business performance and strategy.
An expert in modernising quality assurance, customer experience engineering, people performance coaching and strategy transformation delivering sustainable growth.
Designing performance deliverables, modernising your organisational practices, elevating expertise and streamlining processes in alignment with brand values, customer expectations and people centric autonomy.
We offer a suite of services that can help you achieve profitable, sustainable growth through customer-centric thinking.
Markets
United States
(Remote
only)
United Kingdom
Language
English
Fluently
Ready for
Larger project
Ongoing relation / part-time
Full time contractor
Available
My experience
2019 - ?
freelance
Business Transformation Consultant
Self Employed.
Business Growth and Management Consultant, specialising in transforming business performance and strategy.
An expert in modernising quality assurance, customer experience engineering, people performance and strategy transformation delivering sustainable growth.
Designing performance deliverables, modernising your organisational practices, elevating expertise and streamlining processes in alignment with brand values, customer expectations and people centric autonomy.
We offer a suite of services that can help you achieve profitable, sustainable growth through customer-centric thinking.
Working with clients globally or UK based.
Areas of Expertise and Focus:
➤Identifying areas for growth and delivering innovative strategies.
➤Modernising Quality Assurance functions.
➤Customer effort diagnosis and redesign of people, policy, processes practices.
➤Modernising Monitoring Practices in alignment with driving C/Sat for voice, non voice and digital channels.
➤Developing high performing teams through embedded culture of desired learning and development.
➤Training and Competency frameworks.
➤Customer Journey efficiency and streamlining.
➤Service to Sales Growth.
Additional Services:
➤Assessment of Agent Quality through holistic in-depth Call Monitoring review.
➤Mystery Shop assessment of competence relating to Products/Services.
An expert in modernising quality assurance, customer experience engineering, people performance and strategy transformation delivering sustainable growth.
Designing performance deliverables, modernising your organisational practices, elevating expertise and streamlining processes in alignment with brand values, customer expectations and people centric autonomy.
We offer a suite of services that can help you achieve profitable, sustainable growth through customer-centric thinking.
Working with clients globally or UK based.
Areas of Expertise and Focus:
➤Identifying areas for growth and delivering innovative strategies.
➤Modernising Quality Assurance functions.
➤Customer effort diagnosis and redesign of people, policy, processes practices.
➤Modernising Monitoring Practices in alignment with driving C/Sat for voice, non voice and digital channels.
➤Developing high performing teams through embedded culture of desired learning and development.
➤Training and Competency frameworks.
➤Customer Journey efficiency and streamlining.
➤Service to Sales Growth.
Additional Services:
➤Assessment of Agent Quality through holistic in-depth Call Monitoring review.
➤Mystery Shop assessment of competence relating to Products/Services.
Business transformation, Business strategy, Project Management, Quality consultant, Strategy and business development
2015 - 2019
job
Global Strategy and Business Transformation Manager (All Contact Centres Worldwide)
HSBC.
Tasked with redesigning Global Quality Strategy, modernising QA functions and delivering Target Operating Model (TOM) in alignment with customer expectations and business goals
* Leading comprehensive external review of best in class quality models, coordinating global functions invested in customer experience as part of the research phase to ensure strategic alignment
* Working with top 6 global contact centres, facilitating an 'as is' review of business QA functions and results
* Bringing together external research and bespoke HSBC methodology to build a best in class competency and monitoring framework and developing the TOM for quality and facilitating implementation across global markets
* Leading country quality governance, utilising quality diagnostics to assess root cause and drive new interventions
Key Achievements:
* Designed voice, non-voice, live chat, video competency and monitoring frameworks, overseeing testing implementation across the globe and providing agent, customer, process, policy analysis
* Successfully achieved full business sign off for global implementation of a new quality model, early evidence indicates significant improvement in TM ability to uncover coaching opportunities increasing agent performance in alignment with customer satisfaction trends
* Created and delivered a global call library to develop agent skills and behaviours, using trending themes across all customer voice and digital channels
* Identified customer online banking navigation issues and instigated live chat solutions to reduce customer effort
* Improved live chat interactions and customer journeys with development of canned responses and conversational flows, improving the ratio of chats per agent
* Identified customer experience issues in global contact centres, redesigned training intervention and successfully reduced handling time and improved customer experience
* Respected consultant, consistently called upon to advise and direct other business areas in review and design of QA and monitoring frameworks and professional standards scheme to mitigate risk and improve performance
* Leading comprehensive external review of best in class quality models, coordinating global functions invested in customer experience as part of the research phase to ensure strategic alignment
* Working with top 6 global contact centres, facilitating an 'as is' review of business QA functions and results
* Bringing together external research and bespoke HSBC methodology to build a best in class competency and monitoring framework and developing the TOM for quality and facilitating implementation across global markets
* Leading country quality governance, utilising quality diagnostics to assess root cause and drive new interventions
Key Achievements:
* Designed voice, non-voice, live chat, video competency and monitoring frameworks, overseeing testing implementation across the globe and providing agent, customer, process, policy analysis
* Successfully achieved full business sign off for global implementation of a new quality model, early evidence indicates significant improvement in TM ability to uncover coaching opportunities increasing agent performance in alignment with customer satisfaction trends
* Created and delivered a global call library to develop agent skills and behaviours, using trending themes across all customer voice and digital channels
* Identified customer online banking navigation issues and instigated live chat solutions to reduce customer effort
* Improved live chat interactions and customer journeys with development of canned responses and conversational flows, improving the ratio of chats per agent
* Identified customer experience issues in global contact centres, redesigned training intervention and successfully reduced handling time and improved customer experience
* Respected consultant, consistently called upon to advise and direct other business areas in review and design of QA and monitoring frameworks and professional standards scheme to mitigate risk and improve performance
Business transformation, Customer experience, Coaching, Project Management, Change management, Business Optimization, Business strategy, Project coordination, Business development
2010 - 2015
job
Senior Quality Transformation Manager (UK, Europe & Middle East)
unknown.
Tasked with in-depth review of contact centre structures, customer journeys, procedures, policy and internal processes to provide strategic focus and UK alignment, overseeing project milestones and ensuring successful implementation of objectives and KPIs
* Implemented UK QA model across countries, redesigning bespoke elements to align with national requirements
* Provided country governance, oversight of sales quality and compliance with Senior Management regulatory reporting, providing visibility on customer issues to drive accountability and a cycle of continuous improvement
* Responsible for evidencing adherence to regulatory standards and customer KPIs, achieved through proactive stakeholder management and regular site visits
Key Achievements:
* Chair of Professional Standards Governance Forum for Advised Mortgages, responsible for bringing heads of Contact Centres, compliance teams and retail branches in alignment with contact centre methodology
* Coordinated delivery of a new Quality Monitoring System across all countries, implemented successfully
* Led project initiatives at pace, successfully meeting regulatory timescales for MMR (Mortgage Market Review)
* Visited global contact centres to identify call improvement opportunities, provide a clear plan of key activities to remove inherent risks, improve customer journeys and agent performance, set coaching culture expectations
* Provided visibility of centre performance issues/opportunities and drove change through governance meetings
* Successfully mitigated risk through targeted testing, clear customer outcome framework and regulatory reporting
* Implemented UK QA model across countries, redesigning bespoke elements to align with national requirements
* Provided country governance, oversight of sales quality and compliance with Senior Management regulatory reporting, providing visibility on customer issues to drive accountability and a cycle of continuous improvement
* Responsible for evidencing adherence to regulatory standards and customer KPIs, achieved through proactive stakeholder management and regular site visits
Key Achievements:
* Chair of Professional Standards Governance Forum for Advised Mortgages, responsible for bringing heads of Contact Centres, compliance teams and retail branches in alignment with contact centre methodology
* Coordinated delivery of a new Quality Monitoring System across all countries, implemented successfully
* Led project initiatives at pace, successfully meeting regulatory timescales for MMR (Mortgage Market Review)
* Visited global contact centres to identify call improvement opportunities, provide a clear plan of key activities to remove inherent risks, improve customer journeys and agent performance, set coaching culture expectations
* Provided visibility of centre performance issues/opportunities and drove change through governance meetings
* Successfully mitigated risk through targeted testing, clear customer outcome framework and regulatory reporting
Transformation, Continuous improvement, Stakeholder Management, Business strategy, Business Optimization, Change management, Strategy, Brand identity
2006 - 2010
job
Quality Assurance Global Manager
HSBC.
Led an international team of 100 fte across 10 sites, completing Quality Assurance testing of 2500 staff in HSBC, UK and global contact centres.
Governance Risk and Compliance, People management, Internal audit, Project Management, Change management, Business Optimization, Business development, Business strategy, Project coordination, Management, Communication, Stakeholder Management, Business Analysis, Data Analysis, Reporting
2004 - 2006
job
Head of Customer Experience
HSBC.
Customer Experience Manager for Edinburgh contact centre evaluating customer interactions and designing innovative changes/processes to meet or exceed customer expectations and, thus, increasing customer satisfaction, loyalty and advocacy.
Customer experience, Change management, Project Management, Business development, Quality Management, Business Process Management
2000 - 2003
job
Contact Centre Manager
HSBC.
Manager, Management, Business development, Project coordination, Marketing, People management, Performance Management, High performing teams, Team development, Governance Risk and Compliance
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