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Quality Assurance Manager (Contact Centre)

About the Role

Quality Assurance Manager (Contact Centre)
£35,000 plus Bonus

Our client is a renowned, reputable, and highly regarded organisation. Due to growth, they are looking to recruit a Quality Assurance Manager into their Contact Centre team. This is a key role for the business.

*** This role can be hybrid – part office, part home ***

The purpose of the role will be to support the operational team in the delivery of a high-quality customer experience. Ultimately as a Quality Assurance manager you will provide effective insight and implement important process improvements ensuring to add value.

Responsibilities include:

  • Measure, analyse, improve, and control key processes that influence customer satisfaction and business efficiencies.
  • Assist in the creation of a best practice Process model ensuring client processes are reviewed and new ideas are encouraged to drive success.
  • Take the lead in developing quality programmes that improve service levels and operational efficiencies.
  • Coach and mentor a team of hard working individuals.
  • Take lead of a number of projects that are aimed at improving processes.
  • Drive overall performance through detailed analysis.
  • Build strong relationships with key stakeholders both internal and external.
  • Develop a number of reports and deliver these within the agreed timescales.
  • Drive overall performance through detailed analysis.

Essential skills:
  • Strong, collaborative management and leadership style.
  • Well-developed ability to drive a coaching culture strategy.
  • Experience of managing people, and a minimum of 2 years’ experience within a quality role within a call centre environment
  • Ability to manage multiple quality projects simultaneously.
  • Proven track record in coaching and mentoring.
  • Excellent verbal and written communication skills

If you are interested or want to know more about this Quality Assurance Manager  opportunity, then please get in contact with James Gibson on 07872 833 210 or

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