Senior Continuous Improvement Quality Manager

About the Role

I am currently working with a leading World SUPER Brand, striving to be the most customer centric company in the world is looking for a highly experienced Continuous Improvement / Quality Senior Manager for the UK Network, with approximately 3000 employees.  This role can be based out of either London, Cork (Ireland) or Edinburgh.

This role is paying £60,000-£70,000 + amazing benefits and bonus

This role has overall responsibility for driving a team of 5 Quality Analysts in identifying root causes of customer quality issues and delivering measurable process improvement solutions across the Customer Service sites.

  • You MUST have a completed degree
  • Experience of Quality and Continuous improvement preferably within a large contact centre, customer service environment
  • Highly analytical in experience, with a proven ability to analyse various data sources and identify root cause and defects/drivers of performance
  • Ability to be able to work cross functionally across different business units to understand impacts of changes outside of the Customer Service function.
  • Ability to be able to overcome adversity/resistance to change and influence others to drive the highest results.
  • Large scale Program Management experience, whereby you have driven measurable positive changes within the organisation, which has a direct impact on Customer Experience

I am looking for a highly effective communicator who can business partner with a variety of personality types and distil complex information and clearly articulate to all levels.

I am looking for a strong continuous improvement background, project experience, Lean/ Six Sigma also experience of working within change and transformation will assist your application.

Key Skills:

  • Track record of improving Customer Experience
  • Experience of Working within a Lean / Six Sigma environment
  • Change & Transformation experience
  • Root cause Analysis
  • A background within continuous improvement across customer operations
  • Proven track record in delivery CI projects from start to finish
  • Experience of managing a team
  • Ability to identify key areas of improvement and articulate areas of waste

express interest

constantly on the hunt for the best candidates