HomeNews ROI Quality Manager Russ Edwards, has been shortlisted for ‘Quality Manager of the Year’

ROI Quality Manager Russ Edwards, has been shortlisted for ‘Quality Manager of the Year’

By Sam

half sized russThe UK National Contact Centre has announced their shortlist for the 2017 Awards ceremony being held in London in May, and included on the list is ROI’s Russ Edwards for Quality Manager of the Year.  Now in their 22nd year, the Awards are the longest established contact centre awards in the UK.

Russ said, “It’s a fantastic honour, just to be named as a nominee.  We have a site visit by the judges coming up, and of course they will recognise that it’s not just one person; it’s essentially a very strong Quality Team that we have here at ROI.  It’s great that our commitment to robust processes has been recognised in this way.”

Russ has been responsible for implementing three major initiatives that have contributed to the success of ROI:

  • Pulse – developed in conjunction with the IT team to meet the complex SLA criteria expected by our clients
  • A Centralised Quality Team – to increase productivity gains, a Quality Assurance Team was brought together to standardise processes
  • First adopters of ISO9001:2015 – ROI has been one of the first companies in the UK to receive the new ISO9001 standard

Congratulations Russ!