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My client is an international provider of contact centre services and works with a range of blue-chip organisations to provide sales and customer service support. One of their key customer service campaigns covers Europe, the Middle East and Africa and they are looking to appoint a Quality Manager to oversee quality assurance for the campaign across all locations. The Quality Manager will serve as the single point of contact for the client and will support quality activity in each location through coordination with each centre's Training and Quality team. They will evaluate business processes and operations ensuring that all quality activity meets the needs of the campaign, and through trend analysis will strive to continually improve all aspects of the service provided. They will be tasked with driving a consistent best practice' approach across all locations, coaching quality staff in each centre to deliver a high quality service at all times. They will also be expected to compile and present regular client updates both verbally and via written reports. Applicants for this role will need to possess a proven track record of quality management within a contact centre environment, with experience of working within an outsourced contact centre a strong advantage. The ability to manage client relationships will also be essential and you will need to demonstrate experience in carrying out service reviews and providing clients with performance data. Due to the international nature of the campaign this role can be based from a number of locations including Spain, Portugal, Italy, France, Morocco, UK, Germany and Scandinavia, but the successful applicant will be expected to travel regularly with the role. For more information on this role please contact Brad Parker on 020 7763 2008 / 07702 536976.

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Published at 06-03-2008
Viewed: 532 times