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Operational Quality Assurance Lead
1 month ago
**Job Overview**
We are seeking an experienced Quality Management Specialist to join our team at Conduent Business Services in Leeds. As a Senior Supervisor, you will be responsible for leading the delivery of high-quality customer experiences and providing effective insights to drive process improvements.
In this role, you will support the contact centre and operational teams by guiding them on quality standards, influencing internal and external stakeholders on enhancements to the Quality Management Framework, and managing the total quality management (TQM) program.
Your responsibilities will include identifying and resolving technical, operational, and organisational problems, creating roadmaps for quality improvement, and developing systematic approaches for assuring high-quality services that meet customer needs.
You will also measure, analyse, improve, and control key processes that influence customer satisfaction and business efficiencies, deliver reporting within agreed timescales, and drive overall performance through detailed analysis.
As a Senior Supervisor, Quality Assurance, you will manage quality performance levels for the operation, solve problems using technical experience and precedents, and educate the team to improve soft skills, technical skills, and to improve service levels and operational efficiencies.
