Quality Assurance Manager

£40000 per annum, Benefits: Health benefits + Annual bonus
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 delighted to be partnering with a FCA regulated insurance client who are growing and looking at ways in which they can continuously improve their service offering. As such, they are building a brand-new Quality Assurance function and are looking for someone to lead this 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.
Act as an advocate for improvement in performance quality and be a champion of excellence from both a behavioural and service delivery perspective.
Be responsible for providing monthly Quality Control MI highlighting any potential risks to our clients at the earliest opportunity.
If you have a background of quality and service improvement within a contact centre environment and are looking for a new challenge, this could be a great opportunity for you to sink your teeth into.
Our client offers a ton of benefits including extensive CIPD and training to develop their workforce.
This role would be required to work in either their Romford or Southend offices 5-days-per-week which the possible flexibility of hybrid working upon successful completion of your probation (six months).
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.
If this amazing role sounds of interest, please contact Dan Bryant at CCP today as our client are looking to secure their new QA Manager ASAP.
CCP are proud to support many of the world’s best brands, helping them source talent, embrace diversity and build inclusive workplaces.

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