Ann has played a massive part in helping us be the best for our customers.
“Helping our people have great conversations and being recognised as the number 1 performer of customer service year after year – how cool is that! ”
Name: Ann McCormack
Job title: National Quality Manager
What area of Sky do you work in and what do you do on a daily basis? I work in our Service Performance Operations team, looking after all things quality for our Contact Centres across UK, Ireland, India and Bulgaria. What do I do every day? Well, the team and I are proud to say we work very closely with the people we support, doing what it says on the tin, supporting them. For example, we help our people to have great conversations with our customers by shaping and delivering quality standards, bringing our customers into the boardroom and telling their story in an engaging way. We share real examples of best practice via our Quality on Demand portal for everyone to have access to. Also, our toolkits have fantastic fun activities for Leaders to use and to help them share best practice. It’s a really engaging model with a focus on how to get better rather than “here’s what you’re doing wrong” and I love that.
How did you get into your role? That’s a bit of a story but to put it simply; someone recognised that I’d be good at the role and offered me the challenge 5 years ago. I never refuse a challenge and I’ve never looked back!
How have you made a difference in your role/what’s been your proudest moment working here? Helping our people have great conversations and being recognised as the number 1 performer of customer service year after year – how cool is that! My proudest moment was a couple of years ago when Anne Marie Stagg from the Contact Centre Management Association was blown away by our positive approach to quality. She tweeted all her followers when she saw our listening posts being used to help our people have great conversations. She said she had never seen that anywhere else in the UK or Europe!
What’s the most enjoyable thing about your job? The dynamic and creative environment.
Describe your contact centre - what makes it a great place to work? Always the people, the caring, sharing and teamwork.
Have you had the opportunity to progress in your role? What advice would you give to others trying to develop their career? Be curious and share your ideas, be open to suggestions, feedback and most of all love what you do – there’s so many different types of opportunities here.
Tell us an interesting fact about yourself. I’ve been here for 28 years! Or I’ve been chased by a herd of elephants in the Okovango dessert in Africa – that was scary.