Senior Quality Assurance Manager

4 weeks ago


Ashford, Kent, United Kingdom Saga Group Full time

Quality Assurance Lead Role

Saga Group is seeking a Quality Assurance Lead to monitor customer journey channels, assess and record experiences, and provide clear, honest feedback to colleagues in the contact center.

The ideal candidate will drive call quality within Operations by monitoring calls, emails, and processed bookings, scoring soft skills and accuracy in Tigerbay.

The Quality Assurance Lead will work with Regional Managers, Operations Managers, and Business Trainers to ensure stakeholders are aligned in pursuing customer excellence.

Package Description

We offer an amazing benefits package, including 25 days holiday + bank holidays, option to purchase additional leave, pension scheme matched up to 10%, life assurance policy, wellbeing programme, and colleague discounts.



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