Quality Manager



Recruiter: CCA Recruitment Group
Location: North Lanarkshire
Salary/Rate: Depending on Experience (£25,000 - £35,000)
Job Reference: CCH6700AG

Quality Manager

Location: North Lanarkshire (Free parking on site and easily accessible via public transport)

Salary: Depending on Experience (£25,000 - £35,000)

Hours: 37.5, Monday to Friday

CCA Recruitment are delighted to be continuing our partnership with this key client who is a well-established contact centre within the UK market and beyond! The role of the Quality Manager is key in ensuring the leadership of a team of quality advisors and driving improvements in the quality function across the site.

This role is ideal for an individual who has experience working with a call quality framework, coaching on call quality and leading a team of individuals to meet quality standards within a contact centre.

Quality manager responsibilities:

• Leading and developing a team of 10-12 quality advisors to meet the demands of the campaign and ensuring the success of the quality function
• Inspiring the team and your colleagues around you to meet best practise standards within quality and working regularly to ensure that individuals are given the support required though coaching, 1 2 1’s and feedback sessions
• Working within a customer focused environment it is critical that the Quality Manager puts the customer at the heart of any action taken and ensuring world class customer experience
• Driving improvements across the quality approach, evaluation and reporting
• Addresses root cause and shares recommendations to mitigate risks and issues
• Create and deploy quality initiatives to the team and wider business
• Work closely with key stakeholders and encourage effective working throughout your team with other departments such as L&D and Operations
• Anticipate and identify risks that can impact the operations and take the steps necessary to mitigate this and communicate effectively with key stakeholders

In order to be considered for this role you will have: -

• Experience within the contact centre industry within a leadership role, preferably within a Quality Function
• Track record of successfully applying coaching and learning methods to improve performance
• Well versed in utilising a call quality framework
• Experienced in using data and insight to drive maximum performance improvement alongside great customer experience

Apply now for a confidential discussion on whether this could be the right role for you. Drop in your most updated CV on amna@ccarecruitment.com or call Aman on 0141 433 7051

Posted on 29/08/2017

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