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Quality Manager
South Yorkshire

About the Role

We are seeking a highly skilled & experienced Quality Manager who will benefit from an excellent package and the opportunity to work for an expanding business.

It's imperative that you have contact centre quality experience within a multi-disciplined contact centre environment. You will develop, deliver and evaluate the training for the operation and maintain quality of service on every customer interaction.

Main Responsibilities:

  • Lead and develop the company’s quality teams, Delivering induction training to all new starters
  • Management of the sites quality framework, Providing ongoing support, coaching and feedback
  • Assist with the development of the company’s quality, coaching and training material updates, who strive for excellence.
  • To help Line Managers solve specific quality training problems, either on a one-to-one or group basis
  • Plan, deliver and manage on-going training events in accordance with business needs, skills gap analysis, preferred learning styles and departmental budget
  • Build and maintain relationships with internal and external parties to improve knowledge, adopt design and implement training solutions where applicable
  • Maintain and develop best practice training, processes and systems knowledge in order to effectively coach and train sales employees
  • Create and update quality & training MI

Required Skills and Experience:

  • Vast experience in quality within Contact Centre environment
  • Experience of driving and improving quality standards
  • management experience essential
  • knowledge of learning styles and the ability to identify and match them to appropriate delivery techniques
  • Ability of engaging with the business, communicate with trainees, produce quality standards training materials and processes
  • Confident in communicating out complex information and leading and managing a group of people within a training environment
  • Ideally, knowledge of customer experience metrics i.e. NPS
  • Ideally, knowledge of Six Sigma / Lean process improvements and Quality audit form designing quality management standards.

Matthew Affron is dealing with this vacancy, please feel free to contact direct on: 01905 330 794

constantly on the hunt for the best candidates