THE COMPANY
Our client is a large blue-chip organsiation who are seeking to recruit an experienced Quality Manager to join their team at a time of positive growth.
THE ROLE
· Managing, monitoring and evaluating the quality management system
· Reviewing and monitoring the work of various teams, through audits and Quality Assurance checks, to ensure that the highest standards are maintained and surpassed
· Setting QA compliance objectives and ensuring that targets are achieved
· Managing and leading my team to deliver on objectives and deliver advice and guidance to the business on quality monitoring
· I maintain and operate an effective Quality Assurance Plan
· Oversee and review the implementation of new quality management processes and procedures
· Identify relevant quality-related training needs and make sure Quality team members are appropriately skilled.
· Collate and analyse performance data against set parameters identifying issues and developing plans to address them
· Identify early, and successfully address, compliance issues to maintain highly compliant performance at contact centres
· Liaise with other departments and drive the group plan, formulating and agreeing comprehensive quality procedures
· Lead, coach and develop my team in a way that ensures their skills are focused on customer satisfaction and providing a high quality service
KNOWLEDGE AND EXPERIENCE
· You will have a proven track record in Contact Centre Operation’s and possess a thorough understanding of contact centre methodologies
· Previous experience of working within the Insurance / General Insurance sector would be a distinct advantage
· Must have stakeholder management exposure and experienced of motivating and encouraging whilst educating and enforcing compliance and quality
· Experience of implementing an/or operating against a regulatory environment
· Professional qualification desirable
RENUMERATION PACKAGE
£45,000- £50,000 Basic Salary Per Annum
Strong Performance related Bonus
Excellent Benefits Package
NEXT STEP
To register your interest in this exciting opportunity please forward your current CV detailing existing remuneration package by email to; Robg@callcentreassociates.co.uk or by telephone on 0208 514 7400. Candidates with suitable experience will be contacted shortly after.
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Gibson