Quality Manager

About the Role

We are working with a world-renowned business & leader in their field, whom are looking for a Quality Manager for their environment in Central London.  You will have the opportunity to drive this fantastic organisation, working from within the Customer Service Support Team.

Main Duties and Responsibilities: 

  • Manage the daily operation of the quality (identify specific training requirements)
  • Ensure that all teams get the right level of support 
  • Analyse quality performance, identify obstructions and solutions 
  • Developing value-added recommendations for improvement, supporting the roll-out and implementation of new quality program designs 
  • Researching and solving client and customer issues 
  • Quality audit of all contact centre teams 
  • Update and record all findings in relevant tracking reports (quality reporting)
  • Identify training needs and highlight back to senior management. 
  • To highlight when someone is not achieving the program targets despite constant monitoring and support 

Skills and experience required:

  • Previous supervisory experience and / or at least 3 years working within a Quality Assurance role (Contact Centre) 
  • Previous experience of working in an online ecommerce, online media & online gaming 
  • Excellent communication skills, written and oral 
  • Knowledge of written French, Italian, German, Spanish or Dutch (Advantageous)
  • To be proficient in the use of Microsoft Excel and other Microsoft office packages for reporting purposes including keyboard skills 
  • Attention to detail for recording of account and call information 

Please contact Matt Affron at Cactus Search on 01905 330 794

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