Head of Contact Centre Quality Assurance Lead
7 hours ago
We are seeking a highly skilled and experienced Head of Contact Centre Quality Assurance to join our team at Macildowie Recruitment and Retention. As a key member of our operations team, you will be responsible for leading our Quality Assurance function and ensuring that our contact centres deliver exceptional customer experiences.
Key Responsibilities- Provide strategic leadership to our Quality Assurance team, driving continuous improvement and ensuring that our contact centres meet the highest standards of quality.
- Develop and implement effective quality assurance processes and procedures to ensure that our contact centres are delivering excellent customer experiences.
- Work closely with our operational leadership team to ensure that quality is embedded in all aspects of our business.
- Lead the development and implementation of our voice analytics strategy to enhance operational monitoring and drive continuous improvement.
- Be a strong partner with our operational leadership team to enable continuous improvement and drive business results.
- Proven experience in a leading Quality Assurance function within Financial Services, with a strong track record of delivering effective quality assurance and driving continuous improvement.
- Deep understanding of the regulatory environment in which we operate and the ability to highlight areas where the business could be exposed.
- Experience of utilising voice analytics to deliver enhanced operational monitoring, preferably with Amazon Connect Contact Lens.
- Strong leadership and management skills, with the ability to inspire and motivate a team to deliver exceptional results.
- Excellent communication and interpersonal skills, with the ability to build strong relationships with stakeholders at all levels.
- A competitive salary and benefits package, including pension scheme, bonus, and generous holiday entitlement.
- The opportunity to work with a leading recruitment business and make a real impact on our customers' experiences.
- A dynamic and supportive work environment, with opportunities for career progression and professional development.
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Nottingham, Nottingham, United Kingdom Macildowie Recruitment and Retention Full timeAbout the RoleWe are seeking a highly skilled and experienced Head of Contact Centre Quality Assurance to join our team at Macildowie Recruitment and Retention. As a key member of our operations team, you will be responsible for leading our Quality Assurance function and ensuring that our contact centres deliver exceptional customer experiences.Key...
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Nottingham, Nottingham, United Kingdom Macildowie Recruitment and Retention Full timeAbout the RoleWe are seeking a highly skilled and experienced Head of Contact Centre Quality Assurance to join our team at Macildowie Recruitment and Retention. As a key member of our operations team, you will be responsible for leading our Quality Assurance function and ensuring that our contact centres deliver exceptional customer experiences.Key...
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Nottingham, Nottingham, United Kingdom Macildowie Recruitment and Retention Full timeAbout the RoleWe are seeking a highly skilled and experienced Head of Contact Centre Quality Assurance to join our team at Macildowie Recruitment and Retention. As a key member of our operations team, you will be responsible for leading our Quality Assurance function and ensuring that our contact centres deliver exceptional customer experiences.Key...
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Nottingham, Nottingham, United Kingdom Macildowie Recruitment and Retention Full timeAbout the RoleWe are seeking a highly skilled and experienced Head of Contact Centre Quality Assurance to join our team at Macildowie Recruitment and Retention. As a key member of our operations team, you will be responsible for leading our Quality Assurance function and ensuring that our contact centres deliver exceptional customer experiences.Key...
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Head of Contact Centre Quality Assurance
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Nottingham, Nottingham, United Kingdom Capital One Full timeAbout this roleWe'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 responsibilitiesProvide strategic guidance to the UK Operations Leadership team on quality...
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Head of Contact Centre Quality Assurance
1 week ago
Nottingham, Nottingham, United Kingdom Capital One Full timeAbout this roleWe'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 responsibilitiesProvide strategic guidance to the UK Operations Leadership team on quality...
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Lead Contact Centre Quality Assurance
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Nottingham, Nottingham, United Kingdom Capital One Full timeAbout This Role We're dedicated to helping customers achieve financial success. Our established Quality Assurance team conducts internal monitoring programs, providing valuable insights to support the management of our customer-facing contact centre teams. We're constantly striving for improvement and seeking a passionate Head of Contact Centre Quality...
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Nottingham, Nottingham, United Kingdom Macildowie Recruitment and Retention Full time{"title": "Head of Contact Centre Quality Assurance", "content": "About the RoleWe are seeking a highly experienced and skilled professional to lead our Contact Centre Quality Assurance team. As Head of Contact Centre Quality Assurance, you will be responsible for ensuring that our contact centres deliver high-quality customer experiences while identifying...
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Nottingham, Nottingham, United Kingdom Macildowie Recruitment and Retention Full time{"title": "Head of Contact Centre Quality Assurance", "content": "About the RoleWe are seeking a highly experienced and skilled professional to lead our Contact Centre Quality Assurance team. As Head of Contact Centre Quality Assurance, you will be responsible for ensuring that our contact centres deliver high-quality customer experiences while identifying...
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Nottingham, Nottingham, United Kingdom Macildowie Recruitment and Retention Full timeAbout the RoleWe 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 ResponsibilitiesProvide...
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Nottingham, Nottingham, United Kingdom Macildowie Recruitment and Retention Full timeAbout the RoleWe 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 Excellence, you will be responsible for ensuring that our contact centres deliver high-quality customer experiences while identifying areas for improvement.Key...
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Nottingham, Nottingham, United Kingdom Macildowie Recruitment and Retention Full timeAbout the RoleWe 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 Excellence, you will be responsible for ensuring that our contact centres deliver high-quality customer experiences while identifying areas for improvement.Key...
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Nottingham, Nottingham, United Kingdom Capital One Full timeAbout this roleWe'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 evolving our approach to agent quality assurance and supplier monitoring, leveraging various testing methods to drive continuous improvement.Key responsibilitiesProvide assurance to the...
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Nottingham, Nottingham, United Kingdom Capital One Full timeAbout this roleWe'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 evolving our approach to agent quality assurance and supplier monitoring, leveraging various testing methods to drive continuous improvement.Key responsibilitiesProvide assurance to the...
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Nottingham, Nottingham, United Kingdom Capital One Full timeAbout this roleWe'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 evolving our approach to agent quality assurance and supplier monitoring, leveraging various testing methods to drive continuous improvement.Key responsibilitiesProvide assurance to the...
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Nottingham, Nottingham, United Kingdom Capital One Full timeAbout this roleWe'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 evolving our approach to agent quality assurance and supplier monitoring, leveraging various testing methods to drive continuous improvement.Key responsibilitiesProvide assurance to the...
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Nottingham, Nottingham, United Kingdom Capital One Full timeAbout this roleWe'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...
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Nottingham, Nottingham, United Kingdom Capital One Full timeAbout this roleWe'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...
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Nottingham, Nottingham, United Kingdom Macildowie Recruitment and Retention Full timeAbout this roleWe're always looking to help customers succeed with credit. Our well-established Quality Assurance team runs internal monitoring programs that provide a range of point-in-time interaction testing and insights to support the management of customer-facing contact centre teams. They are looking to recruit a Head of Contact Centre Quality...
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Nottingham, Nottingham, United Kingdom Macildowie Recruitment and Retention Full timeAbout this roleWe're always looking to help customers succeed with credit. Our well-established Quality Assurance team runs internal monitoring programs that provide a range of point-in-time interaction testing and insights to support the management of customer-facing contact centre teams. They are looking to recruit a Head of Contact Centre Quality...
