Quality Manager (Contact Centre)

About the Role

I am currently recruiting for an experienced Quality Manager to work within a contact centre, joining an exciting company based in the South-West. The salary for this role is paying upto £30,000 -£35,000 + benefits depending on experience.

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 
  • Responsible for delivering on objectives and Quality KPI’s on specific campaigns while adhering to the Businesses Best Practice.
  • 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)  

Skills and experience required:

  • At least 3 years working within a Quality Assurance role (Contact Centre)  
  • Excellent communication skills, written and oral 
  • 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 Joe Wrenn at Cactus Search on 01905 330 521

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