Quality Manager Contact Centre - Glasgow, United Kingdom - Cactus Search
Description
Key Responsibilities:
- Ensuring high levels of quality of service delivery in all areas of the contact centre business.
- Reporting to senior management on all aspects of Quality and Risk.
- Functional Responsibility for quality management across full range of business services.
- Experience working in a similar environment in a Management position
- Proven people management experience
- Experience of implementing changes to maintain best practice and improve efficiency's
- Demonstrate knowledge and understanding of regulatory frameworks i.e. FCA.
Key Skills / Experience Required:
- Experience managing contact centre quality & risk.
- Credibility at a senior management level overseeing Quality Assessors
- Experience of FCA guidelines would be advantageous
- Experience of Quality Management process development and deployment.
- Experience in preparing for and executing internal quality audits.
- Strong communication, interpersonal and presentation skills.
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