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Head of Contact Centre Quality Assurance Specialist
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 evolving our approach to agent quality assurance and supplier monitoring, leveraging various testing methods to drive continuous improvement.
Key responsibilities- Provide assurance to the UK Operations Leadership team that the Contact Centre is delivering in line with intent and providing good outcomes to customers, while identifying potential areas of concern and holding the Operation to account on remediating them.
- Collaborate with stakeholders across Operations to effectively influence change and drive business outcomes.
- Bring industry expertise to continuously review the Quality Assurance function, ensuring it delivers effective assurance and meets regulatory requirements.
- Partner with Operational Leadership to enable continuous improvement and drive business growth.
- Lead our voice analytics strategy to enhance operational monitoring and improve customer experience.
- Proven experience in a leading Quality Assurance function within Financial Services, with a strong track record of delivering effective reporting and insights.
- Deep understanding of the regulatory environment and ability to identify areas where the business could be exposed.
- Experience with voice analytics and Amazon Connect Contact Lens, with a proven ability to drive business outcomes.
- Strong leadership skills, with the ability to inspire and develop a high-performing team.
- Excellent problem-solving skills, with the ability to analyze complex data and drive business decisions.
- Good judgement skills, with the ability to understand the broader risk profile of the Operation.
- A competitive salary and benefits package, including pension scheme, bonus, and private medical insurance.
- Opportunities for career growth and development, with access to our Capital One University training programmes.
- A dynamic and inclusive work environment, with a focus on diversity and inclusion.
- A range of flexible working arrangements, including remote work options and flexible hours.
Capital One is a leading financial services company, committed to delivering exceptional customer experiences and driving business growth. We're proud to be an inclusive and diverse workplace, with a focus on developing great people through our training programmes and career development opportunities.
