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Quality Assurance Manager
Manchester

About the Role

Please Note that this position is a Fixed Term contract to cover maternity leave - likely to be up to a 10 month contract in total

Role Purpose:

  • To act as champion to the company’s vision of helping customer keep their commitments by promoting fair customer treatment and conduct standards and providing expert support and advice across the business.  
  • Effectively implement, develop and continuously enhance a robust 2nd line customer and conduct assurance framework.  
  • Responsible for monitoring the customer and conduct assurance standards delivered across all customer interactions to ensure the right outcomes are being delivered, in line with regulation, industry codes and internal business standards.  
  • Take responsibility for leading the 2nd Line Quality Assurance team. 
  • Ensure the principles of treating customers fairly; implementation of information security procedures and awareness of the company quality controlled practice and procedures.

Essential Skills and Experience:
  • Experience in a quality assurance function
  • Experience in managing, developing and motivating a team
  • Excellent attention to detail
  • High standards of time management, organisation skills and preparation
  • Positive outlook and a clear focus on quality
  • Good relationship building skills (internal/external)
  • Ability to use appropriate influencing styles to gain credibility
  • Fully up-to-date with regulatory requirements and industry best practice
  • Competent in the use of MS office particularly Excel, Word and email
  • Knowledge of compliance and regulation such as CSA, GDPR, TCF, FCA and OFCOM


Cactus Search has been providing inspirational resourcing solutions to the Contact Centre industry for over 15 years, both in the UK and abroad and is the trusted partner to many of the UK’s most recognised brands.   Cactus Search provide innovative recruitment solutions in the Customer Service, Sales, Contact Centre, Customer Experience, Resource Planning, Customer Insight and Analytics industries.

Cactus Search is an employment agency with a legitimate interest in providing work finding services. Please be advised that by submitting your CV to Cactus Search, directly or via any of our adverts on other platforms, your personal data will be held on our secure relationship management system for a maximum period of 36 months. The personal data contained therein will not be shared with any third parties without your express consent. As an individual, you have the right to withdraw consent at any time and following a period of 36 months inactivity your CV will be deleted permanently from our database.

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