Quality & Training Manager
£40,000 - £45,000
020 8989 7779
Contact Centre Partners (CCP) is a specialist recruitment consultancy that provides permanent, interim, and temporary staffing solutions within customer contact.
One of our newest clients is undergoing some exciting and revolutionary growth and change projects to ensure business stability, market share and highly improved customer experiences. As a result I have been asked to go to market exclusively to source an experienced Quality and Training Manager (QTM).
Once all Call & Interaction Quality frameworks have been written and implemented it will fall on the QTM to constantly review, evaluate and develop specific areas of interest to ensure ongoing excellence. Using the most current technology you will be able to review specific interactions to help other stakeholders such as manager and Team Leaders focus their own team development in a far more bespoke and hard hitting manner.
You will need to be highly analytical to identify constants in areas of concern as well as areas of outstanding performance. You will do this through root cause analysis of trends and by using scoring cards to present your findings.
The QTM will also take autonomous control of training and development delivery through various mediums such as one to one and classroom for both existing contact centre employees and the onboarding/induction of new ones as our client grows.
To be successful you must have held a similar position within a customer contact function and be able to demonstrate your ability to work autonomously with limited direction. This role will not suit someone that is used to working in highly regimented environments. The role requires a smarter more agile approach to suit the sector and internal culture.
For full details on this exciting company and vacancy please contact Avi George at Contact Centre Partners.