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Regional Quality

3 months ago

Leeds, United Kingdom Teleperformance Full time

 

Regional Quality and Operational Excellence Lead for Public Sector

 

Job Title: Regional Quality and Operational Excellence Lead for Public Sector

Management Responsibility for: Quality Manager / Quality Analysts / OpEx Leads

Location: Cluster-Based

Reports to: Vice President, Client Operations

Contract Type: Permanent

Salary: £45-55k DOE

 

Job Summary / Overview 

In the role of Regional Quality and Operational Excellence Lead, you will be at the forefront of shaping and overseeing our regional quality management strategies. This pivotal position involves ensuring the highest standards of service and customer interactions across multiple sites, with a keen focus on integrating Operational Excellence and Lean Six Sigma methodologies into our quality management processes. This role is required to support the UK Public Sector and this knowledge of Public Sector practices and regulation is key to developing the Public Sector Quality teams. You will play a crucial role in aligning these quality initiatives with the broader business objectives, ensuring compliance with legal standards and exceeding customer expectations. Central to your role is the cultivation of a culture that values continuous improvement and operational excellence. Your leadership will guide the regional team in maintaining and enhancing quality services, fostering an environment where operational efficiency and customer satisfaction are prioritized.

 

Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document)

 

  • Ensure consistent quality performance and compliance with established standards across all regional sites.
  • Collaborate with internal teams and external clients to develop and implement effective quality management frameworks tailored to specific needs.
  • Utilize Lean Six Sigma tools and techniques to identify areas for quality improvement and implement data-driven strategies.
  • Lead and facilitate DMAIC (Define, Measure, Analyze, Improve, Control) projects, driving continuous improvement initiatives across all operational aspects.
  • Conduct regular audits and evaluations of quality processes, implementing necessary adjustments to enhance efficiency and effectiveness.
  • Oversee the development and implementation of quality training programs for staff, ensuring a high level of competency in quality management practices.
  • Manage Quality Managers/Analysts, providing leadership, guidance, and support to ensure compliance with quality standards and policies.
  • Maintain up-to-date knowledge of client products, services, and policies to ensure quality benchmarks are met.
  • Promote a positive working environment focused on employee engagement, diversity, and professional growth.
  • Perform regular performance reviews, identify training needs, and support the development of team members.

Main Job Requirements

 

 Education and Specific Training

  • Bachelor’s degree in Business, Quality Management, or related field.
  • Certification in Lean Six Sigma (Green Belt or higher) is highly desirable.
  • Product Training and BEST Quality Assurance standards to be provided after appointment.

 

Work Experience

  • A minimum of 2-3 years of experience in a contact center environment is essential
  • Public Sector experience will be required
  • At least 2-3 years of management experience in a Quality role, with significant exposure to Operational Excellence and Lean Six Sigma practices.
  • Proven track record of leading quality improvement projects and achieving measurable results.

 Required Skills

 

 Technical Skills:

  • Advanced proficiency in Microsoft Office Suite, with a strong focus on Excel for data analysis.
  • Experience with call recording systems and speech analytics is preferred.
  • Excellent command of the English language, with proficiency in additional languages beneficial for specific campaign requirements.

 Competencies and Specific Skills:

  • Excellent communication skills
  • Excellent eye for detail
  • Flexibility
  • Planning and organizing skills
  • Sound reasoning & judgement
  • Excellent leadership and management skills
  • Lead by example / integrity
  • Commercially aware
  • Coaching focus
  • Product knowledge and understanding
  • Customer service oriented
  • Excellent time management skills
  • Transaction monitoring
  • Supportive & compassionate
  • Problem solving skills
  • Analytical abilities
  • Adaptability
  • Resilient
  • Self-motivated
  • Team building skills
  • Continuous improvement mindset
  • Stakeholder management / relationship building