Performance and Quality Manager

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.Please follow the link to apply for the Performance and Quality Manager role based in Hemel Hempstead.

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