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Contact Centre Quality
Manager
To £30K Basic
Our client is an International organisation with operations across the UK and
Europe. Working at their Peterborough site and working directly into the Head
of Site, the Quality Manager will hold responsibility for the delivery of
exceptional quality on site and the management and development of a team of
Quality Analysts. Acting as the Quality expert, you will work closely with the
Contact Centre Manager and ensure the operation achieves expectations in terms
of KPI's and targets. As the department budget holder, you will be responsible
for delivering maximum efficiency within a compliant environment. You will also
develop the function, look for areas of improvement and review existing
frameworks and processes.
In terms of background, it is likely that you are working in a similar role
within a Contact Centre operation. You will have led Quality teams and have a
track record of success in delivering excellence and efficiencies. You'll have
a very strong understanding of best practice within a Contact Centre
environment to include regulatory and compliance requirements. A good grasp of
understanding data within a contact centre is also a necessity. Peterborough.
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