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As Director of Support Services for ICT Europe, Orla Fitzpartick is responsible for the Quality Assurance and Training organizations at the Company's Dublin, Athlone, and U.K. contact centres as well as the quality verification centre in Belmullet, Ireland. In this position, Fitzpatrick monitors the activities of all internal departments, ensuring that client objectives are met and exceeded, acting as a liaison from implementation through to on-going program management of their outsourced contact centre initiatives. She also forecasts, tracks, and manages quality assurance and training budgets for ICT Europe, while maintaining ISO 9001:2000 standards for each of this unit's contact centres. Orla Fitzpatrick oversees the training departments, ensuring that all agents are trained according to Company and client guidelines, as well as implements continuous development training sessions, as required.
In 2002, Orla Fitzpatrick managed the centralization of ICT Europe's core quality assurance functions (verification and editing of all digitally recorded telesales) to the new quality assurance centre in Belmullet. In this capacity, she was responsible for training the support staff and centre management at this facility, which now boasts a team of over 90 quality assurance verifiers and reporters supporting ICT Group's European and U.S. operations.
Orla Fitzpatrick joined ICT Europe in 1994, and was promoted the next year to Senior Operations Supervisor. In this position, she supervised customer sales and service representatives working on international/multi-national telesales/customer care/technical support/market research programs. Orla Fitzpatrick is responsible for ensuring the seamless operation and on-going management of these programs, including scheduling staff, producing weekly internal and client project reports, training, coaching, interviewing, and monitoring of individual and team performances. She also managed the EIS computer-based, automated telemarketing system.
Orla Fitzpatrick earned a Bachelor's degree in Economics and Politics from the University College at Dublin, and is currently pursuing an International Executive MBA from the Michael Smurfit Graduate School of Business. She was also a participant in the European Orientation Program, where she gained a year of marketing experience in France and INSA, Lyon. Orla Fitzpatrick is fluent in French and English. | 