Billy Fraser

Assistant Contact Centre Manager

Billy joined the Qa team as the Assistant Contact Centre Manager in 2022 to pursue a new career in research. He has several years of management experience in both the retail and hospitality sectors and a strong background in managing large teams to reach targeted KPI’s and meet critical deadlines in various, fast paced working environments.

Billy supports Patrick Gower, the Contact Centre manager in the day-to-day management, training, and supervision of our team of interviewers. He is responsible for monitoring telephone survey quality within the Contact Centre to ensure that all our interviewers adhere to ISO: 20252 and that the team complete work in accordance with the MRS Code of Conduct. Billy also provides feedback and support to the team for each project, as well as making sure the team are briefed in full for any new projects that the Qa Contact Centre undertakes. Since joining Qa, Billy has also worked closely with other members of the Qa Research Team by spending time proof reading surveys and providing feedback, relaying potential project issues to clients, constructing project progress reports and testing routing of survey design.