Quality Assurance Manager
Iona manages the quality assurance side of the contact centre. She regularly listens to customer phone calls to make sure our Client Services Executives are providing the best possible customer experience. She provides relevant coaching, ensuring that the team are constantly developing and striving to perform even better.
Iona says “Nearly all our clients have suffered in one way or another, and really taking the time to understand a person’s situation, and how this affects them, has really opened my eyes. I’ve learned the importance of putting myself into that client’s position and thinking actively about how this would affect me.
“Compensation can often help turn clients lives back around and knowing that I can make a difference in helping someone to achieve this really motivates me. ”
Iona originally joined The Compensation Experts as an advisor speaking to customers on the phones. She subsequently moved into a management role, and then specialised in quality assurance. She now uses her experience to develop the rest of the team.