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Head of Contact Centre Quality Assurance Specialist
2 months ago
About this role
We're always looking to help customers succeed with credit. Our well-established Quality Assurance team runs internal monitoring programs, providing insights to support the management of customer-facing contact centre teams. However, we never want to stand still, and we know this area of the business is crucial to ensure our customers get the right outcomes. We're looking for a Head of Contact Centre Quality Assurance to have responsibility for this team; we want someone who will come and evolve our approach to agent quality assurance and supplier monitoring for our contact centres, utilizing different approaches to testing to make it even more effective for us to drive continuous 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, 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.
- Bring industry experience to continuously review the Quality Assurance function to 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.
Requirements
- 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 utilizing 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 analyze insights from a range of different sources in order to identify key themes, size risks, and effectively report on those.
- Good judgment skills - using your business judgment 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.
What we offer
- 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 programs (and appropriate external providers).
- Immediate access to our core benefits including pension scheme, bonus, generous holiday entitlement, and private medical insurance – with flexible benefits available including season-ticket loans, cycle to work scheme, and enhanced parental leave.
- Open-plan workspaces and accessible facilities designed to inspire and support you. 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.
