The role of the Quality Team Manager is to manage and lead the members of the Quality Assurance Team. They will be responsible for the timeliness and quality of the outputs provided to stakeholders and clients. The Quality Team Manager leads by example and consistently supports the development of the team.
• Manage the day to day workload of QA advisors and Quality Coaches, ensuring that we complete our workload and meet deadlines • Ensure consistency of QA assessments and coaching by performing dip checks/observations and providing feedback to Quality team members • Manage any disputes from operational teams, and track common themes to address knowledge gaps within the QA team • Support the Senior Quality and Coaching Manager with compiling statistical performance reports • Perform quality inspections, audits and calibrations • Ensures quality discrepancies are identified and recommendations for improvement made • Identify areas of underperformance and ensure that suitable corrective action is taken • Support the Senior Quality and Coaching Manager to maintain detailed quality documentation and reports for distribution to Learning & Development, Team Leaders, Management and clients • Support the Senior Quality and Coaching Manager to compile work instructions and operating procedures consistent with clients’ and regulatory requirements
• Ability to establish and maintain effective working relationships at the Management level across functional groups and business units • Experience with quality management tools, such as call monitoring software, and customer experience analytics • Provides others with reliable information and delivers informative and persuasive presentations • Project management, ability to break down bigger projects into smaller tasks and organize different resource to accomplish and deliver results • Skilled with Microsoft Office programs (Word, Excel, Outlook, etc.) to do trend analysis and regular reporting of metrics • 3+ years of directly related experience in a quality or support role • 1+ years demonstrated experience in a supervisory or management role • Proven experience of managing teams, ideally across multiple locations • Demonstrated success in managing, leading and developing people • Evidence of consistently achieving quantitative and qualitative performance measures • Demonstrated knowledge of quality assessment processes • Understanding of quality assessment principles and processes • Understanding of contact centre staff performance reporting • Experience in developing and implementing strategies appropriate to improve customer contact centre performance • Resilient and prepared to go the extra mile for the QA team and clients, interacting with people and being challenged
At Sigma we’re always thinking of ways to improve. How to improve the service we provide to our clients. How to improve the way we interact the way that we engage with their customers. How to improve the way that we support our local community. How to improve the opportunities we provide to our employees. We improve everything, always.
We are here to provide solutions to our clients, support to our community and a fun and dynamic workplace for our employees. The variety of services we provide is a reflection of our adaptability and keenness to never say no to an opportunity.
Location: Working from home initially then Birmingham
Contract type: Full Time, Permanent
Hours: 40 per week
Salary: To £30,000 depending on experience, plus competitive benefits
You may have experience of the following: Quality Manager, Contact Centre Manager, Contact Centre, Customer Service Team Manager, Quality Assurance, QA, Learning and Development, L&D, Team Manager, etc.