Quality Manager - Call Centre Jobs in Wales on your local Wales jobs site. Careers in Wales, local employment and work in Wales.

Skip to the content

Job Search

search
by sector
by location

Quick Search

Keywords

Region

Location

Sector

Salary

Quality Manager - Call Centre

This job has expired, and cannot be applied for.

Posted By: Additions Resourcing Ltd
Address:
Contact: 0292 066 0228
Date Posted: 8th May 2008
Salary: £32500 + benefits
Location: Cardiff
Reference Code: QM / CC / JA
Views Since Posting: 8
Full Description:

QUALITY MANAGER

Our client are looking for an experienced candidate to proactively manage the quality process and standards throughout their call centre.

Responsibilities;

- Drive quality across the business, managing delivery capabilities, processes while managing the client needs.
- Define internal quality across the business and how it will be achieved.
- Develops and communicates business cases to support recommendations for changes to practices and processes, and develops controls to monitor the progress associated with the recommended changes.
- Plan, manage and implement the call quality agenda across all operational divisions.
- Responsible for meeting all quality targets as set out within each client contract and own brand products. Work with Client Services Directors to meet and/or exceed KPI’s.
- Responsible for achieving targets within budget.
- In conjunction with the Head of Customer Care, manage client relationships reflective of quality agenda.
- Organise and run calibration sessions with external clients.
- Manage the data systems for all contracts reflective of call quality.
- Monitor and evaluate compliance with all quality areas of each business division.
- Manage subordinates to ensure maximum input to the business and to ensure that they clearly understand the priorities for the business and their role in particular.
- Effectively manage a team of call quality assessors.
- Responsible for resource planning of team.
- Provide training and coaching assistance to quality team members.
- Plan and hold regular meetings with internal management teams and external clients.
- Formulate assessment standards and design scoring documents, based on client requirements / brand values.
- Design and deliver ‘Quality Commitment’ presentation for prospective new business.
- Implement monitoring and coaching processes for new business.
- Meet with external auditors to review and outline Quality processes.
- Deliver regular and miscellaneous reports to management teams.
- Organise and run calibration sessions with internal management and client teams, and review scoring systems and process based on findings.
- Comprehensive weekly/monthly summary reports sent to internal management teams, including summary recommendations for training and coaching.
- Manage and ensure implementation of record keeping on relevant systems.
- Manage assessment of agents from pre-commencement in line with contractual agreements and business processes.
- Work with IT suppliers and IT team to maximise technology applications.

Requirements;

- A minimum of 3 years experience in a quality related role preferably within a call centre, business to consumer environment.
- Ability to demonstrate a hands-on approach.
- A self motivated individual, with a flexible style to allow you to adapt to a changing business sector.
- Exposure to managing client expectations.
- A focused thinker with strong analytical capability.
- Good interpersonal skills.
- Excellent written and verbal communication skills, including report writing and presentations
- Excellent leadership skills. Have demonstrated good man management capabilities.
- Passion for providing the highest level of customer service.
- Advanced interpersonal skills in presenting information and recommendations in a positive, productive manner.
- Attention to detail imperative.
- Experience of developing, refining, managing and selling business process to improve customer service.

To apply please email your CV to Jenny@additions-resourcing.com