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Head of Contact Centre Quality Assurance
1 month ago
We're seeking a seasoned professional to lead our Contact Centre Quality Assurance team. As Head of Contact Centre Quality Assurance, you'll be responsible for driving continuous improvement and ensuring our contact centres deliver exceptional customer experiences.
Key responsibilities- Provide assurance to the UK Operations Leadership team that our contact centres are delivering in line with intent and providing good outcomes to customers.
- Work with stakeholders across Operations to effectively influence change and drive improvement.
- Bring industry experience to continuously review the Quality Assurance function and ensure it delivers effective assurance.
- Be a strong partner with Operational Leadership to enable continuous improvement.
- Be an inspirational people leader to the Quality Assurance team, investing in and developing them.
- Lead our voice analytics strategy to enhance operational monitoring.
- Proven experience in a leading Quality Assurance function within Financial Services and providing effective reporting on the results.
- Deep understanding of the regulatory environment in which we operate and be able to highlight areas where the business could be exposed either now or in the future.
- Experience of utilising voice analytics to deliver enhanced operational monitoring, preferably with Amazon Connect Contact Lens.
- You'll be highly motivated and enthusiastic and able to set the direction and vision for an evolving team.
- A natural problem solver and can show integrative thinking to be able to analyse insights from a range of different sources in order to identify key themes, size risks and effectively report on those.
- Good judgement skills - using your business judgement to understand the broader risk profile of the Operation.
- You'll be an inclusive and empowering leader, who has experience of investing in and developing a team.
- Action-oriented and motivated by delivering results that have a real impact on the customer experience.
- Bring us all this - and you'll be well rewarded with a role contributing to the roadmap of an organisation committed to transformation.
- We offer high performers strong and diverse career progression, investing heavily in developing great people through our Capital One University training programmes.
- Immediate access to our core benefits including pension scheme, bonus, generous holiday entitlement and private medical insurance.
- Open-plan workspaces and accessible facilities designed to inspire and support you.
We pride ourselves on hiring the best people, not the same people. Building diverse and inclusive teams is the right thing to do and the smart thing to do. We want to work with top talent: whoever you are, whatever you look like, wherever you come from.
