Quality Assurance Team Manager

Salary: £42,000 – £48,000 per year

Quality Assurance Team Manager

Southend on Sea

Are you an experienced Quality Assurance Team Manager?

Our client based in Southend is looking for an experienced Quality Assurance Team Manager to join their team. 

In collaboration with the Operations Manager, you will be responsible for shaping and agreeing the customer contact quality standards and procedures and the management of these through the Quality Monitoring Programme. You will act as an advocate for improvement in performance quality and be a champion of excellence from both a behavioural and service delivery perspective. You will be responsible for providing monthly Quality Control MI highlighting any potential risks to our clients at the earliest opportunity.

 Key Responsibilities:

• To support and motivate members of your team using performance management tools, personal objectives and KPI’s.
• Collaborate with operational managers to establish procedures and processes that will manage customer service standards at a level required by the business.
• Assess customer contacts in line with the Quality Assurance Programme.
• Maintain accurate and robust management information which can be easily shared and used to drive service improvements
• Use MI to analyse and identify performance trends and gaps and develop associated improvement plans alongside the relevant Operational Management team
• Ensure you are kept abreast of regulatory, procedural and/or product changes that may impact a voice contact and have a bearing on the Quality Assurance Programme.
• Highlight any issues that arise which could impact our ability to operate within our regulatory guidelines and the Company’s internal procedures
• To arrange and facilitate calibrations sessions with operational managers and assessors to check understanding and maintain consistency across all team members
• To manage sensitive business and employee information appropriately and confidentially
• To act with integrity, due care, skill, and diligence
• To be open and honest with our regulatory body
• To pay due regard to the interest of customers and treat them fairly

 Essential Knowledge and Skills Required:

• Excellent communication and influencing skills, both written and verbal
• Excellent planning and organisational skills
• Computer literate with good Excel, Word and PowerPoint skills are preferrable
• Previous experience of working with Evaluating Platforms would be beneficial
• Good analysis and statistical collation skills
• Ability to communicate at all levels
• Ability to motivate and influence people
• It is also essential to have good numerical skills and an understanding of statistics

Benefits:

Monday to Friday – 37.5 hours per week

• Company paid medical treatment through a Health Cash Plan (including dental treatment, glasses, prescriptions, private consultations etc)
• Employee Assistance Programme
• Tech purchase scheme
• Pension
• Holiday buy scheme Life assurance (4x Salary)
• Christmas savings club
• Discounted cinema tickets
• Shopping discounts for 1000s of high street retailers
• Length of service awards