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Quality Assurance Manager
2 months ago
We're seeking a highly experienced and skilled Quality Assurance professional to lead our Contact Centre Quality Assurance team. As Head of Contact Centre Quality Assurance, you will be responsible for ensuring the quality of our customer interactions and identifying areas for improvement.
Key responsibilities- Provide assurance to the UK Operations Leadership team that the Contact Centre is delivering in line with intent and providing good outcomes to customers.
- Bring industry experience to continuously review the Quality Assurance function to ensure it delivers effective assurance.
- Be an inspirational people leader to the Quality Assurance team, investing in and developing them.
- 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 - with the change management experience to deliver on that agenda at pace.
- 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.
We offer a competitive salary and benefits package, including pension scheme, bonus, generous holiday entitlement and private medical insurance. You'll also have access to our core benefits, including season-ticket loans, cycle to work scheme and enhanced parental leave. Our Nottingham head-office has a fully-serviced gym, subsidised restaurant, mindfulness and music rooms. In London, you can heighten your mood with a run on our rooftop running track or an espresso at the Workshop Coffee café. We also partner with organisations including the Women in Finance and Race At Work Charters, Stonewall and upReach to find people from every walk of life and help them thrive with us. We have a whole host of internal networks and support groups you could be involved in, to name a few:
- REACH – Race Equality and Culture Heritage group focuses on representation, retention and engagement for associates from minority ethnic groups and allies.
- Women in Tech – promoting an inclusive environment in tech.
- EmpowHER - network of female associates and allies focusing on developing future leaders, particularly for female talent in our industry.
