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Hartley Resourcing

Quality Improvement Manager


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job reference 002557
salary £45,000-£55,000
location Southampton
job type Permanent

role details

An innovative energy company based in the South East is looking for a Quality Improvement Manager to join their growing and exciting business. The role would be ideal for you if you have a genuine focus on quality, embrace change and get excited about implementing procedures and frameworks within a customer driven environment.

The Role
The main objective for this role is to lead, develop and train a QA team within the Customer Service area to assess the delivery of high quality customer service.
You will implement a QA framework that regularly assesses the contact centre teams to deliver an exceptional ‘customer first’ approach within the companies SLA’s. Reporting error trends and communicating the interpretation of data back to Heads of Service will drive continuous improvement.
You will manage a team of executives that will help disseminate information and reduce complaints efficiently that is cost effective to the business.

The Ideal Candidate
• You will have a passion for developing and mentoring teams to create an engaging, professional environment.
• Having experience of building and training teams remotely will be an advantage.
• The ideal candidate will have experience in creating QA processes and implementing them into the businesses.
• Past record of interpreting data and QC scores to drive process and continuous improvement.
• Excellent written and verbal language skills will be needed to report information to key stakeholders.
• An analytical approach to problem solving.
• Strong relationship builder and influencer across all levels of the business.

Additional Information
This role will be based remotely so they are flexible with regards to location, however, you will be expected to visit the office from time to time. This is a fun and team orientated company who have a dynamic and forward thinking approach.

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get in touch:
02380 404978