Mandy Smith-Richardson

Mandy Smith-Richardson is a Quality Assurance Lead with extensive experience in managing quality processes for contact centres and outsource partners. Mandy has worked in various roles at companies like Simpson Millar Solicitors, UK Health Security Agency, and British Gas, focusing on QA checks, feedback, coaching, compliance, and improving customer experience. Mandy has a strong background in monitoring customer interactions, providing feedback, creating reports, and ensuring regulatory requirements are met. Mandy has also been actively involved in hosting calibration sessions, coaching sessions, and supporting call centre teams with QA-related initiatives.