Lead Quality and Operational Excellence Specialist

4 weeks ago

Coventry, Coventry, United Kingdom Teleperformance Full time

Regional Quality and Operational Excellence Lead for Public Sector

Job Title: Regional Quality and Operational Excellence Lead for Public Sector

Management Responsibility for: Quality Manager / Quality Analysts / OpEx Leads

Location: Cluster-Based

Reports to: Vice President, Client Operations

Contract Type: Permanent

Salary: £45-55k DOE

Job Summary / Overview

As the Regional Quality and Operational Excellence Lead, you will play a vital role in developing and overseeing our regional quality management strategies. This key position is focused on maintaining the highest standards of service and customer interactions across various locations, with an emphasis on integrating Operational Excellence and Lean Six Sigma methodologies into our quality management processes. Your expertise in Public Sector practices and regulations will be essential in nurturing the Public Sector Quality teams. You will be instrumental in aligning quality initiatives with overarching business goals, ensuring compliance with legal standards, and surpassing customer expectations. A central aspect of your role will be fostering a culture that prioritizes continuous improvement and operational excellence. Your leadership will steer the regional team in upholding and enhancing quality services, creating an environment where operational efficiency and customer satisfaction are paramount.

Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document)

  • Ensure consistent quality performance and adherence to established standards across all regional sites.
  • Collaborate with internal teams and external clients to develop and implement effective quality management frameworks tailored to specific needs.
  • Utilize Lean Six Sigma tools and techniques to identify areas for quality enhancement and implement data-driven strategies.
  • Lead and facilitate DMAIC (Define, Measure, Analyze, Improve, Control) projects, driving continuous improvement initiatives across all operational aspects.
  • Conduct regular audits and evaluations of quality processes, implementing necessary adjustments to enhance efficiency and effectiveness.
  • Oversee the development and implementation of quality training programs for staff, ensuring a high level of competency in quality management practices.
  • Manage Quality Managers/Analysts, providing leadership, guidance, and support to ensure compliance with quality standards and policies.
  • Maintain up-to-date knowledge of client products, services, and policies to ensure quality benchmarks are met.
  • Promote a positive working environment focused on employee engagement, diversity, and professional growth.
  • Perform regular performance reviews, identify training needs, and support the development of team members.

Main Job Requirements

Education and Specific Training

  • Bachelor's degree in Business, Quality Management, or related field.
  • Certification in Lean Six Sigma (Green Belt or higher) is highly desirable.
  • Product Training and BEST Quality Assurance standards to be provided after appointment.

Work Experience

  • A minimum of 2-3 years of experience in a contact center environment is essential.
  • Public Sector experience will be required.
  • At least 2-3 years of management experience in a Quality role, with significant exposure to Operational Excellence and Lean Six Sigma practices.
  • Proven track record of leading quality improvement projects and achieving measurable results.

Required Skills

Technical Skills:

  • Advanced proficiency in Microsoft Office Suite, with a strong focus on Excel for data analysis.
  • Experience with call recording systems and speech analytics is preferred.
  • Excellent command of the English language, with proficiency in additional languages beneficial for specific campaign requirements.

Competencies and Specific Skills:

  • Excellent communication skills
  • Excellent eye for detail
  • Flexibility
  • Planning and organizing skills
  • Sound reasoning & judgement
  • Excellent leadership and management skills
  • Lead by example / integrity
  • Commercially aware
  • Coaching focus
  • Product knowledge and understanding
  • Customer service oriented
  • Excellent time management skills
  • Transaction monitoring
  • Supportive & compassionate
  • Problem solving skills
  • Analytical abilities
  • Adaptability
  • Resilient
  • Self-motivated
  • Team building skills
  • Continuous improvement mindset
  • Stakeholder management / relationship building

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