Quality Manager Glasgow   £25,000 to £30,000 plus benefits

The Role:

Our Client an award winning provider of contact centre and business process outsourcing services are currently recruiting for Quality Managers. With over 2000 employees working across a range of locations and projects it is vital our client manage and optimise their resources effectively. Our client require further Quality Managers to join their team and bring bold ideas, ambition and a willingness to make a vital contribution towards this vision.

The purpose of this role is to meet both internal and external requirements for Quality (Quality Monitoring, Customer Experience and Customer Satisfaction) across various projects by effectively leading and developing a team of Quality Coordinators.

Key Responsibilities:

Develop and implement a quality management strategy designed to meet both internal and external quality requirements

Lead, motivate and develop a team of Quality Coordinators to ensure their engagement in and contribution towards the quality management strategy

Manage the Quality Monitoring process across various projects

Manage the measurement, analysis, reporting and publication of Quality performance

Establish and implement a communication strategy to raise awareness of and improve quality issues

Work alongside Operations Managers and Team Managers to develop specific Quality improvement plans for their areas of responsibility

Work in conjunction with other Quality departments, both internal and external, to align standards, share best practice and improve upon results

Identify relevant quality-related training needs and deliver training and coaching where necessary

Additional quality/communication duties as directed by the senior operations management team

 Essential

·         Experience within a Quality Management/Leader role

·         Proven team management and coaching skills

·         Strong analytical ability with excellent attention to detail 

·         Ability to work under pressure

·         Understanding of contact centre operations

·         Strategic planning

·         Strong MS Office skills

Preferred

Understanding of the technology used within the contact centre industry

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