Job Description

What you'll be doing



Leading, developing and managing a Quality Team in line with campaign requirements

Managing the implementation and continuous improvement of necessary Quality Frameworks and structures for all customer contacts across work streams

Creating and deploying an effective strategy that will deliver industry leading customer experience

Driving and supporting delivery of Quality improvement plans

Managing reporting trends and opportunities for performance improvement as well as engaging appropriate stakeholder to share insights

Allocating appropriate time and skillset resources for deep dive investigations and actionable insights around specific performance areas

Mitigating business and customer risk exposure through identification and eradication of issues relating to people, processes and technology

Managing the day to day partner expectations and requests ensuring that stakeholder requirements are identified, delivered and met within agreed time frames



What you'll need

Matric

Strong interpersonal skills, with the ability to engage with stakeholders at all levels across our business and clients

A minimum of 1-year experience as a Quality Manager, leading and inspiring a Quality Team with relevant people management experience across multiple work streams and locations

In-depth knowledge of customer experience methodology including Net Promoter System

Experience working with Quality frameworks and processes, operating within a regulatory environment such as OFCOM, FCA, ISO or EU regulations

Strong background of applied coaching methodology for both deductive and inductive purposes

Strong analytical skills and attention to detail

Advanced Excel skills including but not limited to conditional formatting, creating formulas, pivot tables etc.

Comfortable producing reports and presenting at management level

Ability to multi-task and work on your own initiative, as well as being able to make decisions where appropriate

Excellent planning, organisational, and time management skills

Experience as Team Leader or Operations Manager (Advantageous)

Please note that the appointment will be made in line with the company's EE plan.