Head of Quality Assurance (Contact Centre)
Glasgow

About the Role

We are on the lookout for a passionate and dynamic Head of Quality Assurance with a proven track record of really striving for the best quality of service for our Client's Contact Centre teams to consistently achieve high performance for the business.

  • You will be fully accountable  for the development of the quality improvement and performance strategy for the Contact Centre - ensuring the business.
  • Strategic line management for 2 Quality Managers (training, development, 1-2-1's).
  • Create and support the overall quality strategy and execution the plan for quality, compliance and continuous improvement within the contact centre
  • Drive the quality improvements along with managing all risk mitigation based on actionable insights, QA analysis, operational performance for the business
  • Identifying opportunities for strategic business improvements.
  • Communicate all Quality performance and progress to our senior leadership team.
 
You will be responsible for:

  • Leading, developing, motivating and inspiring 2 quality managers enhancing their development & careers.
  • Full accountability of the Contact Centre quality assurance, reporting into the Head of Operations
  • Full strategic CEX quality responsibility and will be responsible for creating plans to meet SLA's targets
  • Working with the Operations, Resource Planning, Recruitment and Training teams you will ensure you have enough of the correctly skilled and trained team members to achieve business KPI's & senior strategy plans for the business.
  • Proven track record of using insights & root cause analysis to drive the implementation of business quality solutions framework to improve performance.
  • High paced environment ability to really help drive the company and develop the new emerging talent
  • Commercial awareness is vital.
You will be a seasoned Contact Centre leader who is looking for a challenging role in a progressive, forward-thinking organisation.

Please contact Matt Affron 07753432891 / matt@cactussearch.co.uk

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