Quality Manager
Description✓An exciting opportunity for an experience Quality Manager to join my global clients Falkirk operation
✓Leading a Quality team focused on the customer experience you will drive and develop improvements in quality performance via coaching, insight outputs and working with the Operations team.
✓Role Responsibilities:
✓Leading, developing and managing a Quality Team in line with campaign requirements
✓Managing the implementation and continuous improvement of necessary Quality Frameworks and structures for all customer contacts across work streams
✓Creating and deploying an effective strategy that will deliver industry leading customer experience
✓Driving and supporting delivery of Quality improvement plans
✓Managing reporting trends and opportunities for performance improvement as well as engaging appropriate stakeholder to share insights
✓Allocating appropriate time and skillset resources for deep dive investigations and actionable insights around specific performance areas
✓Mitigating business and customer risk exposure through identification and?eradication of issues relating to people, processes and technology
✓Managing the day to day partner expectations and requests ensuring that?stakeholder requirements are identified, delivered and met within agreed?time framesWhat you'll bring:
✓Minimum 1 year's experience as a Quality Manager
✓Minimum 1 year's Quality leadership experience
✓In-depth knowledge of customer experience methodology including Net Promoter System
✓Experience working with Quality frameworks and processes, operating within a regulatory environment such as OFCOM, FCA, ISO or EU regulations
✓Strong background of applied coaching methodology for both deductive and inductive purposes
✓Strong analytical skills and attention to detail
✓Advanced Excel skills including but not limited to conditional formatting, creating formulas, pivot tables etc.
✓Experience as Team Leader or Operations Manager [Advantageous]
✓Please note that this role will be based on site in Falkirk Show more →
✓Leading a Quality team focused on the customer experience you will drive and develop improvements in quality performance via coaching, insight outputs and working with the Operations team.
✓Role Responsibilities:
✓Leading, developing and managing a Quality Team in line with campaign requirements
✓Managing the implementation and continuous improvement of necessary Quality Frameworks and structures for all customer contacts across work streams
✓Creating and deploying an effective strategy that will deliver industry leading customer experience
✓Driving and supporting delivery of Quality improvement plans
✓Managing reporting trends and opportunities for performance improvement as well as engaging appropriate stakeholder to share insights
✓Allocating appropriate time and skillset resources for deep dive investigations and actionable insights around specific performance areas
✓Mitigating business and customer risk exposure through identification and?eradication of issues relating to people, processes and technology
✓Managing the day to day partner expectations and requests ensuring that?stakeholder requirements are identified, delivered and met within agreed?time framesWhat you'll bring:
✓Minimum 1 year's experience as a Quality Manager
✓Minimum 1 year's Quality leadership experience
✓In-depth knowledge of customer experience methodology including Net Promoter System
✓Experience working with Quality frameworks and processes, operating within a regulatory environment such as OFCOM, FCA, ISO or EU regulations
✓Strong background of applied coaching methodology for both deductive and inductive purposes
✓Strong analytical skills and attention to detail
✓Advanced Excel skills including but not limited to conditional formatting, creating formulas, pivot tables etc.
✓Experience as Team Leader or Operations Manager [Advantageous]
✓Please note that this role will be based on site in Falkirk Show more →
Features
- ✓bonus
- ✓Pension