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Head of Quality and Compliance Hybrid

5 months ago

Liverpool, United Kingdom Cactus Search Full time

We are looking for an experienced** Head of Quality and Compliance**for 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 multi-channel 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.