QUALITY TEAM MANAGERAs a Quality Team Manager, you will be responsible for leading a team of Quality Assurance Advisors to ensure that all client and company SLAs are achieved. You will work with internal stakeholders and clients to produce accurate and actionable data on our customer interaction quality and to ensure consistency in the measurement of interaction quality. You will report to a Quality Manager.What Your Day-to-Day Will Look LikeYou manage the day-to-day workload of Quality Assurance Advisors, ensuring that they complete their workload and meet deadlines. You will manage any performance issues fairly and are fully documented. You will support the Quality Assurance Manager with tasks such as creating client meeting documentation, leading quality meets and calibration sessions, and stakeholder management. You will conduct HR meetings as and when needed including return to work meetings, investigation and disciplinary meetings, and welfare meetings.You will build strong working relationships with both internal and external stakeholders, ensuring that there is clear communication. You will work with the Quality Assurance Manager and Clients to develop Quality frameworks and scorecards to ensure that they reflect current expectations. You will effectively manage change and ensure that it has been successfully implemented. You will manage the internal quality management system to ensure that the information stored within it is accurate and up to date. You will participate in business and client review meetings, and present quality assurance data and results in these meetings as and when needed. You will identify risks, such as breaches of compliance or regulatory requirements and ensure that they are escalated through the appropriate channels in a timely manner. You will effectively manage internal and client escalations and ensure regular and accurate updates are provided.What Amazing People Will Bring to the RoleYou are a confident leader who uses their knowledge, experience, and personality to lead. You will ensure that your people deliver on their SLAs and ensure that the quality department provides an excellent service to all stakeholders. You have 2-3 years of directly related experience in a quality or support role. You have proven experience of managing teams, ideally across multiple locations. You have strong analytical skills, with expertise in the analysis of performance metrics for call centre operations.You are able to establish and maintain effective working relationships at a management level. You have an excellent knowledge of client processes, expectations, and systems. You are passionate about developing others and are comfortable with developing and implementing strategies to improve performance. You have evidence of consistently achieving quantitative and qualitative performance measures. You demonstrate knowledge of quality assessment processes. You have an understanding of contact centre staff' statistical performance reporting.Requirements:You have 2-3 years of directly related experience in a quality or support role1+ years of demonstrated experience in a supervisory or management roleYou have proven experience of managing teams, ideally across multiple locationsYou have strong working knowledge of the client's processes, expectations, and systemsYou have demonstrated success in managing, leading, and developing peopleYou have evidence of consistently achieving quantitative and qualitative performance measuresYou have demonstrated knowledge of quality assessment processesYou have an understanding of quality assessment principles and processesYou have an understanding of contact centre staff' statistical performance reportingSimple and Straight Forward Recruitment.We don't see the value in making candidates jump through hoops. Once we receive your application via ICIMS, if you meet all relevant criteria as stipulated on the advert, we'll proceed with further shortlisting & start your application process.If you like the sound of being part of the Sigma Family, then don't wait and get applying!
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