Role: Performance and Quality Manager
Location: Hemel Hempstead (2 days office/3 days WFH)
Salary: Up to £52,000 DOE + benefits
Hours: 35 hours per week Mon-Fri (to business needs)
Term: Permanent
I am looking to recruit an experienced contact centre Performance and Quality Manager to join my client based in Hemel Hempstead on a permanent basis. Working closely with the Operations Managers, Team Leaders, Learning & Development and Customer Excellence/Insight team to drive the Customer Operations quality assurance, setting out clear standards, measures, governance and improvement. Responsible for monitoring operational output, driving data-informed improvements, and ensuring compliance with industry or regulatory standards.
Do you have experience as a Performance and Quality Manager leading quality assurance, continuous improvement or business performance activity in a customer operations contact centre?
Can you combine analysing and performance drivers to improve customer excellence?
Role of the Performance and Quality Manager:
- Provide clear performance and improvement reporting to stakeholders.
- Be the link between quality assurance, customer feedback, complaints, operational performance, workforce, process and system data, creating one coherent view of performance and improvement.
- Develop and maintain data dashboards and insight that translate complex data into clear trends, risks, priorities and recommended actions
- Design, prioritise and coordinate process improvements across the operation. Embed a culture of continuous improvement.
- Implement measures of success and benefit tracking so that the impact of improvements.
- Work with Team Leaders, operational managers and L&D team to define what good looks like and translate quality insight into coaching, learning and capability plans
- Ensure data, quality activity and improvement documentation are accurate, controlled and handled in line with company requirements.
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