Quality Assurance at a leading contact centre
About this role:
* Oversee and direct a high-performing Quality Assurance team to deliver exceptional service
* Shape the future of service delivery by implementing innovative quality management strategies
Your Key Responsibilities:
1. Provide expert leadership, supervision, and guidance to the quality assurance work unit to achieve optimal performance
2. Develop and review policies and procedures related to performance standards to ensure compliance and excellence
3. Coordinate and conduct comprehensive quality management and compliance audits to identify areas for improvement
4. Offer expert advice and recommendations on quality matters to drive business growth
5. Liaise with internal stakeholders and external agencies to build strong relationships and resolve complex issues
6. Address complex and urgent matters promptly to ensure timely resolution
About our organisation:
We're a 24/7 contact centre dedicated to supporting law enforcement agencies and making a positive impact on community safety.