Quality Assurance Team Manager

4 days ago

Romford, United Kingdom CCP Full time

Are you an attentive and innovative Quality Assurance Team Manager with experience in supporting a high performing Contact Centre operation?
Do you have experience in shaping and managing high quality customer contact standards and procedures?
On behalf of a market leading insurance organisation, we are recruiting a Quality Assurance Team Manager to join a highly dynamic, growing, and successful team. You will work closely with the Operations Manager to continually drive performance improvementsfrom both a behavioural and service delivery perspective.
Quality Assurance Team Manager Responsibilities:

- Coach, develop and motivate staff using performance manager tools to successfully meet KPI’s and objectives.
- Maintain and share accurate Management Information, provide monthly Quality Control MI highlighting potential risks.
- Assess customer contact in line with the Quality Assurance standards.
- Analyse and identify performance trends and develop improvement plans alongside the relevant team.
- Keep up to date with regulatory, procedural and product changes that may have an impact on Quality Assurance and highlight potential issues that could influence the ability to operate within regulatory guidelines.
- Maintain consistency across all team members by facilitating sessions with management and assessors.

The successful Quality Assurance Teams Managers will:

- Possess experience in managing a successful team of Quality Assessors, utilising a hands-on approach.
- Have a proven track record of motivating and proactively managing others, handling sensitive information confidentially.
- Be an advocate of the company’s vision, mission, and values.
- Be open and honest with their regulatory body, and act with integrity, skill, and diligence.
- Excellent communication and influencing skills.
- Computer literate with strong Excel, Word, and PowerPoint skills.
- Good analysis and statistical collation skills.

Essential:

- Experience working in a FCA regulated environment.
- Good numerical skills and understanding of statistics.
- Understanding of Travel Insurance.
- IF1 (preferred)

**Benefits**:

- Annual Bonus
- Life assurance 4 times your salary.
- EAP’s medical benefits.
- Pension
- Increasing annual leave with service with option to buy additional holiday.
- Perk Box.

The successful Quality Assurance Team Manager will commence training in Southend for 3 weeks prior to being based full time onsite across two sites in Essex for a bedding in period (parking is available and the offices are walking distance from nearby trainstations). A hybrid model will be reviewed after a period of approximately 3 months.

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