Quality Assurance manager
Kingston upon Thames

About the Role

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 London. The salary for this role is paying £28,000 + 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 while adhering to the Businesses Best Practice.
  • Conducting 1st and 2nd line Assurance reviews 
  • Quality audit of all contact centre teams
  • Ensure consistency across the assurance functions by Leading on calibration sessions


Skills and experience required:

  • At least 3 years working within a Quality Assurance role (Contact Centre)
  • Have worked within Financial services
  • Experience of call monitoring in a FCA regulated business  
  • Excellent communication skills, written and oral 
  • Please have a genuine interest in data analysing to identify and execute Opportunities to Improve (OTI’s) to deliver an bettered customer experience
  • 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 

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