Quality Manager Job

Job description:
We are working in partnership with this leading provider of contact centre and business process outsourcing services. Respected within their sector for providing a wide range of customer contact management services on behalf of major blue-chip brands.

Main Purpose of the Role:

To meet both internal and external requirements for Quality (Quality Monitoring, Customer Experience and Customer Satisfaction) across various projects by effectively leading and developing a team of Quality Coordinators

Key Responsibilities:

Develop and implement a quality management strategy designed to meet both internal and external quality requirements

Lead, motivate and develop a team of Quality Coordinators to ensure their engagement in and contribution towards the quality management strategy

Manage the Quality Monitoring process across various projects

Manage the measurement, analysis, reporting and publication of Quality performance

Establish and implement a communication strategy to raise awareness of and improve quality issues

Work alongside Operations Managers and Team Managers to develop specific Quality improvement plans for their areas of responsibility

Work in conjunction with other Quality departments, both internal and external, to align standards, share best practice and improve upon results

Identify relevant quality-related training needs and deliver training and coaching where necessary


Skills
Experience Required to be considered:

Experience within a Quality Management/Leader role

Proven team management and coaching skills

Strong analytical ability with excellent attention to detail

Ability to work under pressure

Understanding of contact centre operations

Strategic planning

Strong MS Office skills

• Email this job to a friend
• Bookmark Job
• Printer friendly