Contact Centre Quality Manager

Division
Operational Support

Location
London

Salary
£40,000 - £60,000

Reference
888350

Consultant
Avi George
avi@contactcentrepartners.com
020 8989 7779

Apply Now

Contact Centre Partners (CCP) is a specialist recruitment consultancy that provides permanent, interim, and temporary staffing solutions within customer contact.

We are now working with a long established client in London as they take a reflective look at what they need to be doing to safeguard and essentially improve their entire customer service offering. As with most customer contact functions it is never good practice to think that what you are doing today is good enough to protect tomorrow. With this in mind, my client is committed to bringing in a seasoned and highly experienced Quality Manager.

My client has the correct tools in place to be able to effectively manage and use vital customer and internal data but by their own admission there is a gap in the structure to allow this to happen. This is where you come in.

You will take full charge of all Quality Monitoring aspects of customer contact in short, ripping up and starting again to deliver a fresh, functional and efficient quality measuring process. This can be broken down, but not limited to three main points of focus.

Quality Process

  • Design & Develop new processes to deliver clear insight
  • Implement a Quality Framework
  • Review & Update current scoring method
  • Produce and comment on reporting

Metrics

  • Measure scoring results
  • Use and provide MI to comment on areas of development
  • Assess current compliance metrics

Support

  • Business wide Stakeholder Engagement
  • Define and coach on KPI development

To be successful you must be able to clearly demonstrate your previous direct impact on a customer contact centre through Quality Management. You should also be able to articulate all processes from conception to birth and evidence the journey along the way.

This is a highly impactful role and hire for my client. One that can reap many satisfying rewards for the right person.

For full details and to apply please follow the link provided.