United: three steps to avoiding a similar customer backlash
The recent problems of United Airlines have been well documented and I wouldn’t like to comment on specific incidents - we have all read so...
As Head of Compliance and Quality Service Assurance and an ISO certified lead auditor, I lead a team that, working together with key business areas, proactively seeks to maximise opportunities which will deliver compliance and quality service assurance in line with the principles and spirit of regulatory and governing frameworks.
Simply put, the team helps guide, uphold and advocate a fully compliant and quality service in all operational and supporting departments.
The principle objectives of Compliance are assuring conformance to all regulatory and company legislation, standards, processes and codes of practice. The team also supports the business by identifying improvements and innovative initiatives based on the outputs of internal auditing.
The ultimate aim of the Compliance team is to ensure that Webhelp UK is recognised and certified as a company of choice for both employees, in the form of support, and partners, whilst maintaining and increasing regulatory and partner compliance.
The team is focussed on working in close harmony with all of our departments to prove that our methodologies and processes are in place and are delivering the outcomes they were designed to achieve.
Where any noncompliance is identified, the team will work together with the specific business area to support and identify areas of improvement to prevent further noncompliance. We assess all audit outputs based on risk and will recommend increased frequency from BAU to enhanced or recovery models.
The Compliance team has an overall objective of delivering effective and meaningful audits, using a risk based approach for Regulatory Compliance and SMART Quality Service Assurance. With documented objectives and focus based on our sound methodology, processes and risk to the business, the Compliance and QSA team has the precise skill set and experience to work with the business to provide support and continuous improvement.
At Webhelp UK, we believe that Compliance in our industry shouldn’t be seen as simply a hygiene factor or an indirect cost, but as a differentiator between those who have built their operations on a solid compliance base and those who haven’t.