Breda Harnett
About Breda Harnett
Breda Harnett serves as the Training & Quality Assurance Manager at UPC Ireland, where she has worked for 19 years. She specializes in evaluating training programs and developing quality assurance metrics to enhance team performance.
Work at UPC Ireland
Breda Harnett has served as the Training & Quality Assurance Manager at UPC Ireland since 2005. In this role, she supports the business by conducting level 5 ROI evaluations for training programs. She evaluates training initiatives using the Jack Philips ROI methodology, ensuring a minimum level of 3. Her responsibilities include managing and coordinating training and quality assurance activities for outsource partners, ensuring compliance with UPC training standards. Harnett also oversees the operational delivery and support of customer care change requests.
Education and Expertise
Breda Harnett studied at Limerick Senior College, where she completed a two-year program in Applied Languages & Information Study from 1997 to 1999. She furthered her education at Limerick Institute of Technology, earning a 2.1 Honours Bachelor's Degree in BBS Business Computing from 1999 to 2003. Her academic background includes studies in Business, Computing, Accounting, Operations Management, Programming, and Marketing, which contribute to her expertise in training and quality assurance.
Training Program Development
Harnett has designed internal blended training programs that encompass various areas, including Operational, Technical, Systems, Soft Skills, and Management Development Training. Her role involves developing and managing quality assurance metrics aimed at improving performance across all teams. This comprehensive approach ensures that training programs are effective and aligned with organizational goals.
Project Management Responsibilities
In her capacity as Training & Quality Assurance Manager, Breda Harnett acts as a project manager for the deployment of new projects. She provides project support to the management team, facilitating the successful implementation of initiatives. Her project management skills play a critical role in ensuring that training and quality assurance activities align with UPC Ireland's operational objectives.