Quality & Insight Manager
Job ID 1701XA
Number of Jobs 1
Work Location Glasgow Office (St Vincent St)
Job Type Permanent
Contract Type Full-time
Hours Per Week 37.5
Shift Pattern Standard working week.
As the mobile industry?s most exciting brand, we?re here to challenge and change the way the industry works by putting customers first. We?re able to do this thanks to our amazing people, who share our passion for making things right. As you might imagine, our Exec Office area is complex and it has a big impact on what we do. Fortunately, we rely on the wisdom, creative thinking and sound judgement of trusted our teams, who unravel the finer points and keep us on the right track.
As the Quality & Insight Manager, you?ll be responsible for partnering with business stakeholders both internally and externally to drive changes to policy and process.
The Quality & Insight Manager will have experience in developing a wide network to provide the necessary insight. Primarily this will be generated via the Executive Office so you will need to demonstrate excellent communication skills.
Why is Three the UK?s fastest growing network? Because our colleagues are driven by a belief that we can challenge, change and lead the mobile communications industry. We?re no ordinary telecoms company. And this is no ordinary career.
We exist to make mobile better for everyone. Ever since we were created in 2003, we've been challenging and changing the way the industry works by putting customers first and tackling the issues that frustrate and annoy them. We were the first mobile network to take the fear out of using data with our All You Can Eat plans. We were the first to abolish eye-watering roaming charges for people travelling abroad and we were the first network to give our customers 4G at no extra cost. We knocked out sky high prices for calling 0800 numbers before anyone else.
We?re able to do this thanks to our amazing people who share our passion and belief in making things right.
If you?re ready to take things up a gear, click to apply.
This role reports to the Head of Executive Office Operations and will be responsible for the generation and delivery of customer insights arising from the Executive Office function.
Partner with business stakeholders to implement changes in processes and policies
Roles & Responsibilities
Responsible for the Quality & Insight team within Executive Office, ensuring that performance scorecards are embedded in the team, alongside calibrating and auditing activity to ensure all quality standards are understood and adhered to across the entire Executive Office.
To oversee insight gathered within the Executive Office and advise senior stakeholders of issues driving escalated complaints.
Further to partner with business stakeholders to implement changes in processes and policies in order to drive down customer complaints.
Delivers own small-scale or medium-scale projects by working within an established program management plan.
Policy Development & Implementation
Provides input into the development of procedures for an area within the organization, then monitors the implementation of those procedures.
Develops and/or delivers a plan and outcomes for an operational area with guidance from senior colleagues.
Leadership and Direction
Delivers outcomes by managing others and working within established systems.
Client & Customer Management (Internal)
Manage relationships with important internal customers and act as their business partner, while taking
guidance from senior colleagues.
Data Collection & Analysis
Conducts research using primary data sources and selects relevant information to enable analysis of key themes and trends.
Improvement / Innovation
Identifies shortcomings and suggests improvements to existing processes, systems and procedures, then delivers a plan for a small element of a change management program with guidance from a project/program manager.
Identifies shortcomings, suggests improvements and implements approved revisions to current compliance processes, systems and procedures within assigned unit and/or discipline.
Helps manage the performance of direct reports by working within performance management systems.
Helps managements to implement quality assurance change initiatives and/or make continuous operational improvements.
Health and Safety
Applies comprehensive knowledge and skills to independently manage and apply safe systems of work while providing guidance and training to others.
Policy and procedures
Uses comprehensive knowledge and skills to work independently while providing guidance and training to others on developing, monitoring, interpreting and understanding policies and procedures, while making sure they match organizational strategies and objectives.
Policy and Regulation
Works independently and provides guidance and training to others while interpreting and applying
comprehensive knowledge of laws, regulations and policies in area of expertise.
Uses comprehensive knowledge and skills to act independently while guiding and training others on achieving full compliance with applicable rules and regulations in management and/or operations.
Independently supports business processes with comprehensive understanding and effective use of standard office equipment and standard software packages, while also providing guidance and training to others.
Uses comprehensive knowledge and skills to work independently while providing guidance and training to others on developing appropriate plans or performing necessary actions based on recommendations and requirements.
Data Collection and analysis
Works without supervision and provides technical guidance when required on analysing data trends for use in reports to help guide decision making.
Planning and Organizing
Uses comprehensive knowledge and skills to work independently while providing guidance and training to others on planning, organizing, prioritizing and overseeing activities to efficiently meet business objectives.
Review and Reporting
Applies comprehensive knowledge and skills to work independently while providing guidance and training to others on reviewing and creating relevant, lucid and effective reports.
Applies comprehensive knowledge to act independently while providing guidance and training to others on using clear and effective verbal communications skills to express ideas, request actions and formulate plans or policies.
Applies comprehensive knowledge to act independently while providing guidance and training to others on using clear and effective writing skills to express ideas, request actions and formulate plans or policies.
Skills, Experience & Qualifications
High School / FE College
Experience of working and leading in either a quality or insight function of a commercial business.
You will have experience of managing a small team, supporting their development and coordinating their work.
Great communication skills.
Experience of working with high level stakeholders.
Powerpoint knowledge, with the ability to tell a story through presentations.
This job was originally posted as www.jobsite.co.uk/job/959510258