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Quality Improvement Manager

Selecto Recruitment Solutions
Job LocationSheffield
EducationNot Mentioned
Salary£40,000 - £45,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

Quality Improvement Manager - Contact Centre Location: Sheffield city centre. Excellent public transport links.Working hours: 37.5 hours per week, between 8am and 6pm Monday to Friday; some weekend working by exception.Salary: Up to £45,000 per annumOverall Job PurposeThe Quality Manager will be responsible for creating all audit quality management processes. They will support the Operational Team by identifying process improvements and delivering training to maximise operational efficiency and deliver a better service for our client’s customers.The successful candidate will lead all internal audits and will analyse metrics to determine where quality issues have arisen; they will devise and implement action plans to improve performance and mitigate business risk.Key Accountabilities

  • Develop and implement a Quality Assurance framework including creation, roll out and development of quality monitoring forms and procedure
  • Collect and analyse organizational quality metrics including performance against KPIs and agent productivity
  • Prepare, monitor and maintain quality reports
  • Manage the Quality customer interface to ensure requirements are understood and satisfied, including assisting in complaint resolution, root cause analysis and the implementation of corrective action
  • Benchmark metrics in line with external best practice and champion a culture of continuous improvement
  • Lead the design and implementation of quality assurance training programmes and conduct training in quality-related topics
  • Monitor, lead and implement continuous improvement ideas into the standard operating procedures
  • Work with managers to provide coaching and address new training needs regarding specific employees or teams
  • Develop, implement and maintain positive scripting to enable agents to manage and resolve customer queries
  • Use collected quality monitoring data track performances at team and individual levels and drive continuous improvement
  • Provide actionable data to the various internal support groups as and when needed
  • Coordinate and facilitate quality calibration sessions with team and clients
  • Provide considered and constructive feedback to the team leaders and managers
  • Lead the team and work with suppliers to minimise impact on the environment through reduction of waste, correct storage of items, supporting the use of recycled products and promoting the company environmental policy.
    • Essential Requirements
  • At least three years’ experience of working in a similar role within a customer contact centre environment (essential)
  • Experience of designing and implementing quality frameworks
  • Experience of mapping and creating training plans in line with business and functional teams needs
  • Proven understanding of how to link training and quality with improving NPS and CSAT scores
  • A self-starter who is results-driven with high levels of self-motivation, energy and initiative
  • Proven ability to work under pressure to tight deadlines, without compromising quality of output
  • Ability to thrive under pressure amidst changing business priorities
  • Excellent communication skills, both written and verbal
    • Required skills
  • Calibration
  • Operational Efficiency
  • Process Design
  • Quality Improvement
  • Identifying Process Improvements

    • Keyskills :
    Calibration Operational Efficiency Process Design Quality Improvement Identifying Process Improvements

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