Quality Assurance Manager (Contact Centre)

Division
Executive Search

Location
London

Salary
£50,000 - £55,000

Reference
888615

Consultant
Adam Imber
adam@contactcentrepartners.com
020 8989 7779

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Contact Centre Partners (CCP) is a specialist recruitment consultancy recruiting permanent, temporary and interim professionals across the customer contact market.

We are pleased to be supporting a global, digital travel brand as they look to recruit a strategic and solutions driven Quality Assurance and Customer Experience Manager to be based out of their central London offices.

You will be responsible for taking ownership of the global QA function and driving the roadmap for continuous improvement across the business's global customer service operations with the support of quality teams both in-house and within outsourcers.

This role involves a high level of reporting and analysis, performance monitoring and quality auditing in order to design and deliver strategies for improvement to ensure customers receive consistently great service.

To be considered for this role, you must be a commercial and digital savvy individual with 5+ years' experience in Contact Centres, including over 3 years within Quality Management. You must have proven experience of managing a quality team from a strategic perspective, as well as experience in project management and implementing strategic change.

Please note candidates without the specified QA and contact centre experience will not be considered.