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Quality Manager - Contact Centre

Posted 29 September 2017 by CCR Recruitment & Selection Ended

Job Title - Quality Manager - Contact Centre

Reports to - Head of operations

Location - Glasgow

Salary £32,000 - £35,000

The ideal candidate will be experienced in managing a team that monitor and develop the culture and engagement in the reporting mechanisms, focusing on continuous improvement of the quality of the organisation and be the main point of contact for the client in all quality related issues.

Structure, Key Responsibilities, Key Requirements and Experience

Key Responsibilities

  • Manage, develop and coordinate the Quality team that enables them to monitor the quality performance of contact centre
  • Oversee the monitoring of the effectiveness of the quality systems and their reporting schedules
  • Be the key driver and focus for action request process that drives continual improvement
  • Develop strategic direction of the Quality team
  • Ensure the personal development of Quality Team members
  • Ensure the operation of the business is consistent with the Business Continuity Plan and Disaster Recovery Plan
  • Develop procedures, standards & protocols and ensure their compliance
  • Plan the delivery of audit checks for compliance purposes, reviewing conclusions and report recommendations for improvement.

Key Requirements and Experience

  • At least 3 years’ experience in Quality management
  • Ideally you will be currently working in a regulated environment
  • A strong understanding of policies and procedures
  • Positive, professional and confident in approach, but affirmative and honest in feedback
  • Strong organisation and planning skills
  • Knowledge of continuous improvement and evaluation
  • Self-motivated and confident to work without frequent monitoring or support

Required skills

  • Audit
  • Compliance
  • Contact Centre
  • Quality Management
  • Reporting

Reference: 33190314

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