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Quality Assurance Team Leader – Contact Centre

Location: Newcastle

Salary:

Job Type: Permanent

Job ID: 168675

Quality Assurance Team Leader – Contact Centre

 

Office based role! Covid security measures are in place which includes weekly testing for all employees!

 

greenbean are working with a global company who are rapidly expanding their New Centre of Excellence in Newcastle. This is a fantastic opportunity to join a market leading business that offer genuine career development!

 

Our client is looking to recruit a dynamic, passionate and enthusiastic Call Quality Team Leader to lead a growing team of Quality Analysts. We are looking for a someone with a strong background in contact centre quality assurance and is passionate about people development, process improvement, quality and customer experience.

 

Responsibilities:

 

  • Leading a team of Call Quality Assessors that are conducting monthly audits on customer interactions across a multiple channels

  • Support contact centre team leaders by having in place a robust feedback mechanism on audit checks

  • Supporting team leaders to help them develop improve their team’s performance.

  • Support any operational initiative that are in place to improve NPS

  • Regularly monitor your team’s performance to ensure they are adhering to policies and procedures

  • Working with the wider business to develop the company’s quality processes and standards.

  • Work with other senior leaders to analyse operational process to identify skills gaps, knowledge gaps and training opportunities

  • Be passionate about customer experience, working with senior leaders to deliver operational improvements in line with the wider business strategy

  • Root cause analysis to improve quality

  • Daily management of your team and conducting team meetings

  • Developing your team through monthly 121's and ongoing training and coaching

  • Adherence to HR guidelines

  • Presenting results to the senior leadership team

 

About you:

 

  • Previous experience of quality assurance in a contact centre environment

  • Team leadership experience

  • Passionate about people development and customers

  • Ability to work under pressure, manage your time effectively and work on your own initiative

  • Excellent analytical, decision making and problem solving skills

  • Self-motivated, ambitious and determined

  • Ability manage and drive performance

  • Excellent communication skills at all levels

 

Key words: Quality Assurance Team Leader, Call Quality Team Leader, Quality Assurance Lead, Team Manager, Team Leader, Contact Centre Team Leader, Contact Centre Team Manager, Call Quality, Call Auditing, Quality Analyst

 

Please apply immediately via the link…

 

Matt Lazenby