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Head of Contact Centre Quality Assurance Lead
2 months 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 assurance is integrated into all aspects of our business.
- Lead the development and implementation of our voice analytics strategy to enhance operational monitoring and improve customer experience.
- Collaborate with our stakeholders to identify areas for improvement and develop solutions to address these areas.
- Proven experience in a leading Quality Assurance function within Financial Services, with a strong track record of delivering high-quality results.
- 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.
- The opportunity to work with a dynamic and forward-thinking company that is committed to delivering exceptional customer experiences.
- A collaborative and supportive team environment that encourages innovation and creativity.
- The chance to make a real impact on our business and contribute to our continued success.
