Head of Contact Centre Quality Assurance

Location: Nottingham

About this role

We're always looking to help customers succeed with credit. We've got a well established Quality Assurance team running internal monitoring programmes who provide a range of point in time interaction testing and insights to support the management of customer facing contact centre teams. They are looking to recruit a Head of Contact Centre Quality Assurance to have responsibility for this team; they want someone who will come and evolve our approach to agent quality assurance and supplier monitoring for their contact centres, utilising different approaches to testing to make it even more effective for us to drive continuous improvement. This role will be responsible for testing and reporting to the operational leadership on quality across all areas of your contact centres.

What you'll do

• Provide assurance to the UK Operations Leadership team that the Contact Centre is delivering in line with intent and providing good outcomes to customers, whilst identifying potential areas of concern and holding the Operation to account on remediating them
• Work with stakeholders across Operations, at all levels, to effectively influence change
• Bring industry experience to continuously review the Quality Assurance function to ensure it delivers effective assurance
• Be a strong partner with Operational Leadership to enable continuous improvement
• Be an inspirational people leader to the Quality Assurance team, investing in and developing them
• Lead our voice analytics strategy to enhance operational monitoring

What we're looking for

• Proven experience in a leading Quality Assurance function within Financial Services and providing effective reporting on the results
• Deep understanding of the regulatory environment in which we operate and be able to highlight areas where the business could be exposed either now or in the future
• Experience of utilising voice analytics to deliver enhanced operational monitoring, preferably with Amazon Connect Contact Lens
• You'll be highly motivated and enthusiastic and able to set the direction and vision for an evolving team - with the change management experience to deliver on that agenda at pace
• A natural problem solver and can show integrative thinking to be able to analyse insights from a range of different sources in order to identify key themes, size risks and effectively report on those
• Good judgement skills - using your business judgement to understand the broader risk profile of the Operation
• You'll be an inclusive and empowering leader, who has experience of investing in and developing a team
• Action-oriented and motivated by delivering results that have a real impact on the customer experience
• Where and how you'll work
• This is a permanent position based in our Nottingham offices.
• We're big on collaboration and connection, so you'll be based in our Nottingham or London office 3 days a week on Tuesdays, Wednesdays and Thursdays.
• Many of our associates have flexible working arrangements, and we're open to talking about an arrangement that works for you.

What's in it for you

• They offer career progression.
• Immediate access to their core benefits including pension scheme, bonus, generous holiday entitlement and private medical insurance - with flexible benefits available including season-ticket loans, cycle to work scheme and enhanced parental leave
• Open-plan workspaces and accessible facilities designed to inspire and support you. The Nottingham head-office has a fully-serviced gym, subsidised restaurant, mindfulness and music rooms. In London, you can heighten your mood with a run on our rooftop running track or an espresso at the Workshop Coffee café

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Macildowie are a recruitment business working on behalf of a client to recruit this role. Your personal data may be forwarded to that client company as part of the application process.

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Macildowie is a specialist recruitment consultancy with a rich history of enhancing the careers of professionals across the Midlands and the Northern Home Counties. We have an unrivalled understanding of the local market place and recruit for the majority of the region's premier employers. To search for all of our live jobs please visit us at macildowie.com.