Head of Quality and Compliance Hybrid

1 week ago


Liverpool, Liverpool, United Kingdom Cactus Search Full time
We are looking for an experienced
Head of Quality and Compliancefor our client a global business based in Liverpool**.

Key Responsibilities:

  • Ensuring high levels of quality of service delivery in all areas of the business.
  • Reporting to senior management on all aspects of Quality and Compliance.
  • Functional Responsibility for Quality Management across full range of services.
  • Working cross functionally to derive actionable insights for all customers.
  • Local Functional Responsibility for Data Security.
  • Compliance Champion and promoter of compliance communications, campaigns and activities.
  • Ensuring that associates are aware of and are compliant to business working standards.
  • A champion of continuous improvement you will support a culture of problem solving and service evolution.
  • The role will also lead on critical compliance topics such as GDPR, ISO and FCA Authorised activity.
  • Lead on Internal Audits

Key Skills / Experience Required:

  • Significant experience of working in a multichannel contact centre (operations) at a senior level. (BPO experience desirable but not essential) with experience of quality management tools and different operating models for Operational Quality.
  • Credibility at a senior management level with the ability to influence senior stakeholders.
  • Experience of FCA Authorised Services.
  • Experience of Quality Management process development and deployment.
  • Experience in preparing for and executing internal quality audits.
  • Experience of implementing continuous improvement methodologies (e.g. Lean, Six Sigma)
  • Analytical with experience of interpreting various data sources and ability to workshop into action plans.
  • Commercially aware with 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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