Quality Assurance Team Manager

Permanent Full Time

We are currently recruiting for a Quality Assurance Team Manager to work within a busy Contact Centre Quality Assurance Department, based in Southend on Sea, Essex . As a Quality Assurance Team Manager, you will lead and develop a team of Quality Assurance Assessors (contact centre). 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 in collaboration with their Contact Centre Management Team.

You will be an advocate for quality improvement and a champion of excellence from both a behavioural and service delivery perspective. You will have the benefit of a quality assurance platform to help drive efficiencies and improvements across the Contact Centre. You will identify their agents’ strengths and development areas through the completion of contact monitoring assessments and provide the Operation Managers with Quality Control MI identifying coaching and/or classroom support to ensure their agents have the skills and competencies to provide their customers with a quality, risk free contact.

You will identify any potential regulatory risks at the earliest opportunity and feed these back to the relevant line managers for the appropriate corrective actions. Effective communication and collaboration with their Contact Centre management team, Team Coach and Learning & Development team is essential, as they are all responsible for protecting the business and the customer against regulatory breaches, as well as helping their agents deliver an excellent customer experience.

You will be required to maintain accurate and meaningful records, as this Management Information will be used to analyse and identify performance trends and skills gaps, which in turn will enable them to develop associated improvement plans, and training and refresher modules.

* Experience in managing a successful team

* Experience of working in an FCA regulated environment

* An understanding of Travel Insurance would be advantageous

Hours and Benefits

The working hours are 9.00am to 5.30pm Monday to Friday (37.5 hours per week). The role will be based in their Southend office for the first 6 months, and then following successful completion of your probationary period, there will be flexibility for hybrid working.

Salary: £35,000-£40,000 plus a great range of benefits including:

* 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

* Staff recommendation scheme

* Shopping discounts for 1000s of high street retailers

* Length of service awards

For further information apply today or contact Kim Baker, ENS Commercial Recruitment Westcliff