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Head of Contact Centre Quality Assurance
2 months ago
We're seeking a seasoned professional to lead our Contact Centre Quality Assurance team. As Head of Contact Centre Quality Assurance, you'll be responsible for driving continuous improvement and ensuring our customers receive exceptional service.
Key responsibilities- Provide strategic guidance to the UK Operations Leadership team on quality assurance initiatives
- Collaborate with stakeholders across Operations to implement effective quality assurance processes
- Develop and implement a voice analytics strategy to enhance operational monitoring
- Lead a team of quality assurance professionals to ensure compliance with regulatory requirements
- Identify areas for improvement and develop targeted solutions to drive business outcomes
- Proven experience in a leading Quality Assurance function within Financial Services
- Deep understanding of the regulatory environment and ability to identify potential risks
- Experience with voice analytics and Amazon Connect Contact Lens
- Strong leadership and change management skills
- Ability to analyze complex data and identify key themes and risks
- A competitive salary and benefits package
- Opportunities for career growth and professional development
- A dynamic and inclusive work environment
- Access to cutting-edge technology and tools
Capital One is a leading financial services company committed to diversity and inclusion. We're proud to offer a range of benefits and programs to support our associates' well-being and career development.
