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Call Centre Customer & Quality Assurance Manager

Call Centre - Customer & Quality Assurance Manager Wimbledon, London £28,000 - £32000 & Amazing benefits including a daily free 2 course meal! We are currently recruiting for a Call Centre Quality Assurance Manager in Wimbledon. This is a stand alone role to make your own focused on assessment of service, quality and driving business improvementsThis role is crucial in order to support the delivery of excellent service and enhance the customer experience. Duties as a QA Manager within the contact centre will be to own and carry out a range of quality and compliance activities This will include call and email monitoring including data sampling to assess and audit achievement against SLA's, procedures and regulations, deliver feedback to improve service delivery and people development Conduct calibration activities with all Team Managers to ensure consistent quality monitoring activities, evaluation and scoring methodology are applied to all activities and feedback, delivering a consistent customer experience and advisor training approach To report findings and make recommendations to Team Managers on team member performance to ensure continued development of team members and assist in the maintenance of training records, materials, process guides To deliver coaching and feedback to agents on call and email performance to help them effectively deliver a consistent and positive customer experience as well as training and briefing sessions to support skills development, deliver against all compliance and GDPR requirements Deputise for department managers when required as point of escalation, team management, take responsibility for overall dept operational management in absence of Customer Service Manager to deliver against dept SLA's and operational performance Be responsible for supporting Customer Service Manager for all day-to-day issues affecting members including investigation, resolution and management of responses and co-ordinating internal departments to resolve and deploy lessons learnt across dept

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