Customer Experience Quality Assurance Lead

3 weeks ago


London, Greater London, United Kingdom Love Holidays Full time
Job Overview

We are seeking a skilled Customer Experience Quality Assurance Lead to join our team at Love Holidays. As a key member of our Customer Strategy department, you will be responsible for leading the development and execution of our Quality programme, ensuring we deliver an exceptional customer experience across all touchpoints.

About the Role

The ideal candidate will have proven experience in Quality Assurance in a large, complex Contact Centre environment. You will inspire others to take pride in delivering exceptional customer experiences and contribute to building a culture that champions quality. Your data-driven approach, combined with your passion for process improvement, will enable you to drive meaningful change and growth within our organisation.

Key Responsibilities
  • Lead Quality Programme Development: Design and oversee regular monitoring and evaluation of customer interactions (calls, chats, tickets) to assess quality and compliance with our standards, policies, and procedures.
  • Quality Metrics and Reporting: Prepare and present regular reports on quality metrics, trends, and recommendations to the Customer Service and Customer Strategy Management teams.
  • Training and Coaching: Enable individual performance to be shared with agents and ensure detailed feedback and coaching is delivered regularly.
  • Trend Analysis and Improvement: Analyse quality data and share insights with broader Customer Strategy team to feed into service design, continuous improvement, and Workforce Management planning.
  • AI-Enabled QA Tool Implementation: Lead the RFP process to introduce AI-enabled QA tool, embed new tool across organisation, and be responsible for tooling ongoing.
Requirements and Qualifications
  • Proven Experience: Proven experience of being responsible for Quality Assurance in a large, complex Contact Centre.
  • Data-Driven Approach: Data driven and comfortable being hands on with data to deliver insights.
  • Process Improvement: Proven experience of delivering process improvement.
  • Strong Stakeholder Management: Collaborative and strong stakeholder management skills to ensure you can influence peers to drive action.
Benefits

We offer a competitive salary of £60,000 - £70,000 per annum, dependent on experience, as well as a range of benefits including company pension contributions, individualised training budget, discounted holidays, 25 days holiday plus 8 public holidays, enhanced maternity/paternity leave, cycle to work scheme, season ticket loan, and eye care vouchers.



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