Quality Manager (Energy)
Job Title: Quality Manager (Energy)
£18,000 - £20,000
Monday to Friday
Hours per week
We are Staff One, a recruitment partner to leading clients within the Sales, Medical, Engineering and Construction sectors. We support companies with their continuous and one-off recruitment needs.
We proudly offer our candidates a supported and enjoyable route into employment and help them make career choices which will benefit them in the long term.
On behalf of our Client, an energy company with offices in Sheffield, we are currently seeking to engage a Quality Manager with experience within the utilities sector. The company is a relatively new player in the energy market and this role will enable the successful candidate to carve out a niche within the business and make a measurable difference to the way in which it operates.
The company operates from quality, corporate offices in the heart of Sheffield’s City Centre and no expense has been spared to create an environment in which employees can prosper and succeed. This role in particular will be pivotal and as the company grows over the coming years, so too will the scope for career development within this role.
The main purpose of the role will be to maintain and monitor process adequately to safeguard the business from regulatory risk. You will be required to report MI and trends to improve quality standards.
You will also be responsible for coaching and developing your team and raise the standards of Quality throughout the contact centres.
Main responsibilities of a Quality Manager
Manage a team of team leaders and up to 45 quality analysts to exceed targets and standards
Undertake regular reviews of the quality function, processes, staff, standards and outcomes and provide detailed analysis to make improvements
Overall responsible for coaching and developing the teams
Holding 1:1 meetings with lien reports to review performance
Review stats and performance data (quality check reports)
Work closely with compliance
The role requires an individual who has proven experience in improving a quality function who can manage key stakeholders within the business. You will need to have proven leadership skills and maintain the quality function within the business.
This is a fantastic opportunity for someone with a proven Quality Management background to progress with a household name in the market.
This is an excellent opportunity to join this leading call/contact centre organization as a Quality Consultant/Manager to act as the channel for providing best practice verification and an excellent quality monitoring service for all quality and learning activities.
The successful individual will act as an independent source for measuring and reporting on quality, providing insight and recommendations that will be used to drive the quality agenda
To be considered for the position you must possess a proven track record in managing Quality focused operations.
The individual will strive to ensure key business controls are met and also play a significant role in providing business assurance to key partners, ensuring the contact centre customer service standards meet the level of quality required and regulatory standards are maintained and delivered. You will also oversee internal business processes and focus on driving continuous improvement delivering the right outcome for the customer along with an enhanced customer experience.
It isEssential that you:
Have significant exposure to a contact centre environment
Have the ability to write concise, precise and practical reports
Exposure to data analysis, trend analysis and recommending improvement solutions
Are comfortable communicating to and influencing senior business leaders
Have decision making ability acting on your own initiative
Have the ability to drive performance and achieve results
Have a high degree of organisation
Can develop and manage regular quality reviews with stakeholders to ensure efficiency targets are met