Quality Assurance Lead

£50000 - £60000 per annum
EE (Everything Else)
CCP has passionately supported candidates with ‘customer contact’ job opportunities since 2010. We focus on partnering with our fantastic clients, immersing ourselves in their brand when they’re looking for talented, culturally aligned people to join their business.

We are exclusively supporting a fantastic brand who have grown significantly over the past few years and are market leaders within their field. Our clients mission is to provide a luxury and premium customer experience for their customers from their concierge-style customer service operation that services both high net worth and ultra-high net worth customers.

You’ll need to be a confident and talented problem-solver, with a knack for explaining and resolving complex issues as you try to challenge the status quo and continually improve the quality standards being delivered. This is not a typical operation measuring AHT or rating quality vs a balanced scorecard from from a snapshot of calls. You’ll have your finger on the pulse of the business and represent the voice of their customers internally, working cross-functionally to make the clients product faster, stronger and more intuitive.

You'll also be responsible for the implementation of new processes, development of operational support plans, business reviews and internal operations program management. This is all about quality, constantly raising the bar.

The pace our clients move at also means priorities will change and you’ll need to be comfortable with this (dont panic, they are a very supportive employer!). 

This role will require you to be in the office (West London) 3/4 days per week, with flexible remote working on other days.

If you have the experience required and would like to know more, please apply today and Mark Conway at CCP will aim to respond to your application within one working day. If you have additional questions relating to the role, please contact Mark Conway at CCP by phone or email.
CCP are proud to support many of the world’s best brands, helping them source talent, embrace diversity and build inclusive workplaces. To be considered for this role please apply using the link below, suitable candidates will be contacted in due course.

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