Quality Manager Contact Centre - Glasgow, United Kingdom - Cactus Search

Cactus Search
Cactus Search
Verified Company
Glasgow, United Kingdom

3 weeks ago

Tom O´Connor

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Tom O´Connor

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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.
- self-motivated and driven to succeed with a passion for delivering first class customer service.
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