Contact Centre Quality Assurance Manager

2 weeks ago

Manchester, United Kingdom KE Technology Full time

Join an innovative fintech company that is transforming the way people experience travel through cutting-edge technology. The team are looking for a Contact Centre Quality Assurance Manager to join our team and ensure that we deliver the highest standards of customer service.


What's on offer

Salary up to 35k+ Benefits

Hybrid Work

Opportunities for professional development and career advancement.

A dynamic and inclusive work environment.


Role Overview:

As the Contact Centre Quality Assurance Manager, you will be at the forefront of ensuring exceptional customer experiences. In this pivotal role, you will oversee the quality of customer interactions across various channels, evaluate team performance, and implement initiatives to foster continuous improvement. Your expertise will shape training programs, uphold compliance standards, and drive process enhancements to optimize the overall customer journey.


Key Responsibilities:

• Develop and maintain a comprehensive quality assurance framework to monitor customer interactions via phone, chat, and email.

• Conduct regular performance assessments for contact centre agents, providing actionable feedback and identifying growth opportunities.

• Partner with training teams to create and deliver impactful sessions informed by quality assurance insights, ensuring team readiness and excellence.

• Generate detailed reports on quality metrics, trends, and agent performance, offering data-driven recommendations to leadership.

• Identify and implement process enhancements to elevate customer service strategies and streamline procedures.

• Ensure adherence to industry regulations and company policies, fostering a culture of accountability and excellence.


Qualifications:

• Proven analytical skills with experience using data analysis tools.

• Strong communication and interpersonal abilities, with a talent for delivering constructive feedback.

• Proficiency in quality monitoring tools and customer relationship management (CRM)


If the opportunity to join a forward-thinking company going places appeals to you, please apply to find out more

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