Quality Assurance Team Manager

Location: Stirling
Job Reference: 1240620
Role Grade:

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About This Role

Summary of the role:

The Quality Assurance Manager will lead the team of auditors to deliver call monitoring activity across our front office contact centre. The team provides ongoing feedback and support to colleagues to continually enhance the service and experience provided to our customers and to ensure we continue to meet the varying needs of our customers with particular focus on vulnerable customers who are at more risk of detriment.
As a QA manager you will champion a customer first approach through your team’s day to day interactions with frontline colleagues and local management teams and through presenting meaningful insight to senior stakeholders on how we are delivering fair outcomes for our customers. You will be able to tell the bigger picture, providing comfort to senior managers on what areas are doing well and highlighting any key risks and / or areas requiring strengthening, ensuring that management actions are tracked through to delivery.

What you'll be doing:
  • Manage, coach and develop a team of Quality Assurance auditors, ensuring sufficient skill set and versatility to deliver required QA activity in line with minimum standards
  • Apply the Quality Assurance Framework and champion the customer to ensure our processes and the execution of these are delivering fair outcomes
  • Deliver robust trend analysis and reporting on customer treatment / outcomes and colleague competence to help inform key management actions and drive improvements
  • Maintain and develop business awareness including technical and regulatory knowledge across key department processes
  • Provide appropriate check and challenge to stakeholders and peers to drive good outcomes and continuous improvement culture
  • Manage interactions with key stakeholders and input to relevant governance and calibration forums on quality insights and emerging trends / themes
  • Own and adapt QA tools to reflect changes in process, regulation, call flows etc
  • Handling difficult conversations when acting as the escalation route for the team when feedback is not being acted upon
  • Drive continuous improvement through analysis of customer outcome fails liaising with coaching teams to determine potential changes to process or frameworks to support ongoing quality and customer outcomes
  • Drive and own best practice within the QA team
  • Complete 1 to 1s monthly with team members
  • Preparation of all weekly/monthly/quarterly packs for submission to your line manager
What we're looking for:
  • Previous audit experience
  • Min of 1yr in a management role
  • Regulatory, risk management and TCF awareness
  • Strong attention to detail and experience of applying a variety of analysis techniques across both qualitative and quantitative data
  • Good working knowledge of Verint V15.2
  • Solid understanding of front office processes
  • Strong communication skills and experience of managing a wide set of senior stakeholders and conflicting challenges / priorities
  • Ability to work under pressure
  • Strong organizational, planning and time management skills with the ability to prioritise multiple tasks, working to challenging deadlines.
  • Committed team player with the ability to develop others and promote teamwork across the QA department

The hiring manager to contact is: Debbie Comrie Email: debbie.comrie@diligenta.co.uk

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