Quality Assurance Manager - Fareham / Gosport (PO12 - 17)

459 – Quality Assurance Team Leader – Contact Centre / Call Centre

Based in Fareham / Portsmouth

£20k - £28k per annum + benefits +

Reports to: Operations Manager
 

My client, a new SaaS technology and growing contact centre is requiring a QA Team Lead to assist them with the scalability of growth and its quality within their business due to exemplary growth in the last 2 years.

The role of QA team lead is to ensure the contact centre provides class leading interactions with the customers of their clients. You will be monitoring, assessing, and reporting on the quality of interactions and liaising with relevant stakeholders to facilitate any necessary improvements.

Essential Duties and Responsibilities

• Work with senior team to develop a robust structure for scoring the quality of customer interactions
• Monitor and Report on Core KPI’s
• Prepare QA Reports for Senior Management.
• Hold regular feedback sessions with Supervisors to provide feedback, updates, and support
• Provide Coaching and Feedback sessions with operators
• Work with the UK Senior Management team to devise and implement improvements
• Continuously review and update Internal Knowledge Banks to ensure accuracy and relevancy
• Regularly evaluate the quality of our service and work with the operations manager to implement necessary solutions.
• Work closely with AM and BD teams to identify and fulfil their clients’ needs.
• Conduct Mystery Shopping and Testing
• Assist with additional general Learning and Development projects

Experience and skills required

• Thorough and in depth understanding of all products, services and technologies offered and utilised
• Keen analytical skills and demonstrable experience of supplier management
• Dynamic personality able to effectively engage and influence a variety of audiences at all levels
• Ability to work under pressure
• 1- 3 years’ experience minimum in a QA type role / Operations position

If you feel you have the relevant skills for this role, get in touch by submitting your details for an informal discussion.