Emma Crouch
About Emma Crouch
Emma Crouch is a Quality Checking Assessor at Nationwide Building Society, where she has worked since 2018. She has a diverse background in customer service and quality assessment within the financial services sector, including previous roles as a Quality Coach and Complaints Handler.
Current Role as Quality Checking Assessor
Emma Crouch currently serves as a Quality Checking Assessor at Nationwide Building Society, a position she has held since 2018. In this role, she is responsible for testing various member interactions to ensure service excellence. Her work focuses on maintaining high standards in customer service within the financial services sector, contributing to the overall quality of member experiences.
Previous Experience at Nationwide Building Society
Emma Crouch has extensive experience at Nationwide Building Society, where she held multiple roles. She worked as a Customer Service Administrator (PPI) from 2013 to 2014, followed by a position as a Complaints Handler (Collections and Recoveries) from 2014 to 2016. She then advanced to Senior Complaints Handler for 9 months in 2016 before becoming a Quality Coach from 2016 to 2018. This progression highlights her commitment to quality service and customer satisfaction.
Educational Background
Emma Crouch studied at Kingsthorpe Community College, where she achieved her GCSEs from 2002 to 2005. She then attended Northampton School for Boys (Sixth Form) from 2005 to 2007, earning A-Levels in English literature, history, geography, and psychology. Emma furthered her education at the University of Gloucestershire, where she studied English Language and Literature and obtained a Bachelor of Arts (BA) degree from 2007 to 2010.
Experience in Regulated Settings
Emma Crouch possesses a strong background in regulated settings, particularly within the financial services industry. Her roles have involved extensive experience in controls testing, ensuring high-quality service interactions with members. This expertise is crucial for maintaining compliance and service excellence in her current and previous positions.
Earlier Career Roles
Before joining Nationwide Building Society, Emma Crouch held several positions that contributed to her professional development. She worked as a Researcher at Siren FM for 10 months in 2011-2012 and served as a Student Support Worker at the University of Gloucestershire from 2007 to 2008. Additionally, she was a Student Mentor at Aim Higher for 3 months in 2009-2010. These roles provided her with valuable skills in communication and support.