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Form of workJob description
An exciting opportunity for an experience Quality Manager to join my global clients Falkirk operation.Leading a Quality team focused on the customer experience you will drive and develop improvements in quality performance via coaching, insight outputs and working with the Operations team.Role Responsibilities:
Leading, developing and managing a Quality Team in line with campaign requirementsManaging the implementation and continuous improvement of necessary Quality Frameworks and structures for all customer contacts across work streamsCreating and deploying an effective strategy that will deliver industry leading customer experienceDriving and supporting delivery of Quality improvement plansManaging reporting trends and opportunities for performance improvement as well as engaging appropriate stakeholder to share insightsAllocating appropriate time and skillset resources for deep dive investigations and actionable insights around specific performance areasMitigating business and customer risk exposure through identification and eradication of issues relating to people, processes and technologyManaging the day to day partner expectations and requests ensuring that stakeholder requirements are identified, delivered and met within agreed time framesWhat you'll bring:
Minimum 1 year's experience as a Quality Manager or Operations manager within a BPO/ Contact Centre.Minimum 1 year's Quality leadership experienceIn-depth knowledge of customer experience methodology including Net Promoter SystemExperience working with Quality frameworks and processes, operating within a regulatory environment such as OFCOM, FCA, ISO or EU regulationsStrong background of applied coaching methodology for both deductive and inductive purposesStrong analytical skills and attention to detailAdvanced Excel skills including but not limited to conditional formatting, creating formulas, pivot tables etc.Experience as Team Leader or Operations Manager (Advantageous)Hybrid working 3 days on site in Falkirk & 2 days WFH.
Job Types: Full-time, PermanentSalary: £37,000 per year
