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Head of Contact Centre Quality Assurance and Improvement
2 months ago
We are seeking a highly experienced and skilled professional to lead our Contact Centre Quality Assurance team. As the Head of Contact Centre Quality Assurance and Improvement, you will be responsible for ensuring that our contact centres deliver high-quality customer experiences while meeting regulatory requirements.
Key Responsibilities- Provide assurance to the Operations Leadership team that the Contact Centre is delivering in line with intent and providing good outcomes to customers, while identifying potential areas of concern and holding the Operation to account on remediating them.
- Work with stakeholders across Operations, at all levels, to effectively influence change and drive continuous improvement.
- Bring industry experience to continuously review the Quality Assurance function to ensure it delivers effective assurance and meets the needs of the business.
- Be a strong partner with Operational Leadership to enable continuous improvement and drive business growth.
- Be an inspirational people leader to the Quality Assurance team, investing in and developing them to achieve their full potential.
- Lead our voice analytics strategy to enhance operational monitoring and improve customer experience.
- 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.
- Highly motivated and enthusiastic with the ability to set the direction and vision for an evolving team.
- Natural problem solver with integrative thinking to analyse insights from a range of different sources and identify key themes, size risks, and effectively report on those.
- Good judgement skills to understand the broader risk profile of the Operation.
- Inclusive and empowering leader with experience of investing in and developing a team.
- Action-oriented and motivated by delivering results that have a real impact on the customer experience.
- Opportunity to work with a leading recruitment business and contribute to the success of our clients.
- Competitive salary and benefits package, including pension scheme, bonus, generous holiday entitlement, and private medical insurance.
- Flexible working arrangements and opportunities for career progression.
