Head of PR

1 month ago


London, United Kingdom Provident Real Estate Full time

Director of PR & Corporate Communications
The Head of Operational Excellence oversees contact center quality assurance programs. Establishes standards governing customer interactions and implements monitoring programs, designs training programs, and identifies process enhancements to improve the customer experience proactively.
Set the quality standards for all customer interactions and develop effective quality assurance & compliance processes
Manage and update internal knowledge management systems in line with quality standards
Develop effective onboarding and training content for new and existing CX Advisors
Organising quality audits, identifying training needs, and analysing results to support the wider operation.
Creating analytical reports, linking to quality performance and key KPIs to define and implement relevant action plans.
Excellent verbal and written communication skills
Demonstrated ability to problem-solve and deep-dive into complex challenges, leveraging data as a key parameter for decision-making
Stellar project management and execution skills to navigate project milestones end to end
A good understanding of Service/Quality frameworks like COPC, Six Sigma or others.
Since its inception in 2008, Provident Estate has been a frontrunner in the regional real estate market, holding a commendable reputation as one of the most reliable and top-tier agencies working alongside the world's foremost developers. Step into a role at Provident Estate, a place where we value lasting relationships with our clients and foster an environment geared towards revolutionary and digitally enhanced solutions. Join us, and be a part of crafting the future of real estate, building enduring relationships grounded in trust and expertise. 
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