Contact Centre Quality Manager

Elevation Recruitment Group
Sheffield, UK
Closing date
20 Oct 2020
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Elevation Recruitment Group are currently working Exclusively with a Sheffield based contact centre in the hire of a Quality Manager. You will be responsible for creating all audit quality management processes and lead all internal audits throughout the business.

To be considered for the opportunity you must have at least 2 years experience working within a busy customer contact centre environment in a Quality or Compliance based role.

The key areas of responsibility will include, but are not limited to:

- Supporting the Operational Team by identifying process improvements
- Delivering training to maximise operational efficiency and delivery of a better customer service
- Leading all internal audits and analysing metrics to determine the source of quality issues
- Devise and implement action plans to improve performance and mitigate business risk
- Develop and implement a Quality Assurance framework including the creation, roll out and development of quality monitoring forms and procedures
- Collect and analyse quality metrics including performance against KPIs and agent productivity
- Prepare, monitor, and maintain all quality reports
- Assisting in complaint resolution, root cause analysis and the implementation of corrective action
- Champion a culture of continuous improvement
- Lead the design and implementation of quality assurance training programmes and conduct training in quality-related topics
- Develop, implement and maintain positive scripting to enable FCC agents to manage and resolve customer queries
- Use collected quality monitoring data track performances at team and individual levels and drive continuous improvement

The suitable candidate will be able to demonstrate the following Key Competencies:

- At least 2 years experience in a similar role in a contact centre environment
- Proven experience of designing and implementing quality frameworks
- Proven understanding of how to link training and quality with improving NPS and CSAT scores
- Experience of mapping and creating training plans
- Proven ability to work on multiple tasks under pressure and to tight deadlines
- Results-driven with high levels of self-motivation, energy and initiative
- Ability to thrive under pressure amidst changing business priorities
- Excellent communication skills, both written and verbal

Elevation Business Support is a specialist division of Elevation Recruitment Group focusing on Customer Service positions in Yorkshire and surrounding regions. If you match the specified criteria and are interested in discussing the position in more detail, we would love to hear from you.
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