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Quality & Compliance Team Leader - Contact Centre

Posted 2 February by CCR Recruitment & Selection Easy Apply Ended

Quality & Training Team Manager - Contact Centre

Location: Milton Keynes

Salary - Up to £26,000, plus Annual Bonus & Benefits Package

As a Quality & Training Team Manager you will be responsible for the daily running and management of the Quality and Training teams through the effective use of resources and motivation techniques. As a member of the management team, your main responsibilities are to plan, organize, support and control the teams. You will coordinate effective training and quality strategies and ensure that robust monitoring processes are in place, including the creation and implementation of the appropriate tools, in line with ISO 9001. You will coordinate and manage all training activity for the core business in line with Business Strategy to improve learning and development across all areas.

Key Responsibilities:

  • To lead, develop and manage a team of a Quality & Compliance Officer and Trainer ensuring all reporting lines are receiving the correct level of coaching/development to carry out their tasks effectively
  • Support in the development of Quality Assurance monitoring and tracking systems including support guidelines and documented procedures
  • Manage and coordinate all call monitoring requirements and ensure that the Quality & Compliance Officer provides structured and informative feedback and coaching for all calls monitored to ensure that any concerns/risks/training trends become apparent and are improved
  • Maintain strong relationship between Operations, Quality & Compliance and Training through reporting of trends in performance, strategic planning for improvements and providing added value to the overall Quality Assurance & Training Model
  • Managing all internal reporting processes and updating required tools and reports
  • Manage the team in assessing the quality adherence to business standards and regulatory requirements and identify material risks to clients and the company and to raise this to the Quality & Training Manager and Supervisor
  • Support with the assurance that both internal and external processes are up to date and consistently meeting expectations
  • Liaising with key departments and clients on a daily basis to gather information to resolve any identified gaps in performance / procedures
  • Facilitate change and improvement by working closely with Training to highlight training needs to reduce risk areas
  • Monitor and review company performance against SLA requirements by analysing quality and training results and expenditure
  • Creation of training plans and training material for new joiner and internal training programs to ensure all SLA’s are met
  • Support in the delivery of training to both new and existing staff
  • Complete and assist with administrative tasks for current and upcoming training courses, including room bookings, trainer allocation, system requirements and stationary.
  • Create process maps for the L&D team to follow to ensure all tasks are carried out accurately
  • Complete regular observations on trainers and provide feedback to support their on-going development in L&D
  • Working Hours: Monday to Friday between the hours of 09:00 and 18:00 (40 hours per week)

Essential Requirements

  • A strong background in Contact Centre environments
  • At least two years’ people management experience
  • Strong understanding of call centre Quality Assurance requirements
  • Demonstrable experience of reviewing and creating training material
  • Demonstrable experience of coordinating projects or areas of business successfully
  • Demonstrable experience to achieve contractual SLA’s on a consistent basis
  • Solid understanding of call centre technology and practices for both inbound and outbound
  • Experience in dealing with change management

Required skills

  • Call Centre
  • Contact Centre
  • Quality Assurance
  • Quality Management
  • Call Monitoring

Reference: 33994262

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