We hear what's great about Debs' job as a Senior Quality & Compliance Assurance Analyst...

The people behind sky posted on 13 Apr

If you're a bit of a Maths geek a role in compliance could be for you

Name:  Deborah Connell

Job title: Senior Quality & Compliance Assurance Analyst

What area of Sky do you work in?  I’m in the Quality & Compliance Assurance (QCA) Team which sits within the wider Operational Compliance team under Service Strategy & Operational Delivery

What’s your career journey been like up until now? It’s been full of change with lots of moves. When I left university I really wanted to work in a production studio so I thought Sky would be a great place to make that move. I started as a Retention Advisor in Uddingston before moving to Athena, London, where I was a part of the Customer Satisfaction & Quality Team. During this time I was still very keen in working in the studios but I started to learn more about the contact centres and departments - I found it really interesting! I then moved back up to Scotland to be an Associate within the Sales Development team before becoming an Analyst in the Operational Compliance Sales team and then moving to QCA.

Right now, I’m stepping up to cover the QCA Manager for a few months so I’m looking to develop my team further and upskill them in various areas to help them further themselves and their careers.

What does a typical day working here look like for you? Driving positive compliance adherence is always at the front of what we do to make sure we get things right for our customers. I work closely with my team of Analysts to make sure we provide brilliant insight, truly understand our compliance requirements. Then, how we present our findings to the relevant stakeholders, talk with them about performance and how we can not only get better but make it easier to get right.

If you’ve been here over one year, how have you made a difference in your role? I worked in compliance for over five years now - for a long time I was an initial point of contact, but now I have people within Operations coming to me, asking how they can get better and really taking my advice on board. I’d like to think the reports and insight I’ve produced with my team has given people a window into compliance performance and has helped shape any actions and decisions people choose to make about making things better.

What’s been your proudest moment since working here? Firstly, I’m really proud to see the people who I’ve helped develop their skills and mentor be successful in taking the next step in their careers. Secondly, when my stakeholders and those a bit higher up the chain use an acronym I made up in day to day conversations, it shows they’re truly listening and taking on board everything I’m saying. “Debs, how’s the CAPA looking today?”

What’s the most enjoyable thing about your job? I’m a bit of a Maths geek so I like the data analysis side of things, I’ve never worked in a data analysis type role until I moved to QCA. I also love the people I work with, my team are phenomenal and we laugh every day - it makes the 35 mile drive worthwhile!

Describe your work/life balance? I don’t feel under pressure to stay on late or pick up loads of work in evenings. I do stay on a bit later or work at night if I really must but fortunately it’s not expected and if I can’t do it for whatever reason people understand that. My manager’s really kind at always giving the time back on the odd occasion I do need log in from home, but it’s rare.

What advice would you give to others trying to develop their career? No one’s going to offer you an opportunity on a platter so you’ve really got to get yourself out there and get known, knock on doors, ask for help, find a mentor and absorb every piece of advice you’re given and put it into practice. Don’t let an opportunity pass you by.

An interesting fact/something no one else knows about you?  I’m a big lover of body art so I have a thing for tattoos and piercings. In 1989 I was in a Scottish Power billboard ad campaign.