What you’ll be doing in this role

• Leading, developing and coaching a team of Quality Analysts/Team Leaders
• Managing team performance in line with objectives and metrics
• Delivering/overseeing QA induction training and accreditation, check the checker activity on QA and QA coaching
• Leading/overseeing account Quality calibration
• Ensuring day-to-day Quality expectations and requirements are met and delivered on time
• Collating informative Quality performance reporting including root cause analysis and opportunities for improvement

Experience and qualifications

• Minimum 2 years’ leadership experience with at least 12 months’ experience within contact centre Quality role/environment
• Experience of working with & embedding quality frameworks and standards
• Able to collate informative Quality performance reporting including root cause analysis
• Experience of working with and influencing stakeholders at a senior level
• Ability to effectively manage multiple tasks, work at pace and flex approach when required – both virtual and on site
• Experience of working with customer metrics such as NPS and Csat
• Self-motivated and able to work both independently and as part of a team – both virtual & on site