Senior Quality & Customer Experience Manager

SUMMARY:
The Senior Quality & Customer Experience Manager role is responsible for effective & efficient delivery of the account Quality model & framework, ensuring Quality plan & deliverables align to overall account strategy, and achievement of Quality KPI’s.

POSITION INFO:

Skills, Knowledge & Experience

• An experienced leader in Quality Assurance management
• Experience people  manager including coaching delivery & working knowledge of different coaching models
• Proven track record of delivering and embedding Quality Assurance within large and complex business units
• Proven track record of design, development, implementation of quality frameworks & standards
• Strong experience of working with continuous improvement frameworks that focus on improving Customer Experience
• Excellent working knowledge of customer metrics
• High level of experience in stakeholder and relationship management

Main Accountabilities

• Lead the account Quality team aligning Quality objectives with the overall Operational strategy, delivered by motivated individuals who each have the opportunity to contribute fully, receiving the correct management support as required through people policies and procedures.
• Ensure stakeholder management, including operating rhythm, within the team, provides regular actionable insight and reporting that allows the Operation and our clients to understand areas of opportunity and excellence.
• Manages day-to-day partner expectations & requests ensuring that stakeholder requirements are clearly identified & delivered within agreed timeframes & to a high standard.
• Through continuous improvement, methods identify opportunities for improvement in the current operating model & ways of working challenging and raising the bar to deliver an excellent customer experience. Utilizing the partnership with Insight and direct line manager.
• Lead & direct team to ensure account Quality assurance activity & coaching is delivered to a high standard with effective controls in place to support the Quality Assurance program and deliverables.
• Proactively lead internal and external Quality Assurance meetings with client and internal stakeholders to review opportunities for improvement and make recommendations for change where appropriate.
• Create RCA and a reporting suite that provides insight to our colleagues and clients to drive a positive customer experience and agent performance.
• Create and embed an assurance plan that supports the right customer outcome and focuses on customer experience.

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