About the Job
We're seeking an experienced professional to lead our quality initiatives. This role is responsible for championing customer experience, coaching teams, and driving improvement through data analysis.
Key Responsibilities:
* Liaise with senior leadership to establish and maintain quality standards.
* Oversee quality monitoring, customer feedback, and analytics to identify areas for improvement.
* Develop actionable insights and recommendations based on customer data.
* Collaborate with Team Leaders and Managers to implement performance enhancements.
* Mentor and support direct reports to achieve their full potential.
* Present findings and proposals to clients and stakeholders to ensure exceptional quality.
Requirements:
* Experience in leading quality or performance functions in a contact centre environment.
* Strong analytical skills to drive data-driven decisions.
* A passion for delivering exceptional customer experiences.
* Proven leadership skills – coaching, mentoring, and supporting team members.
* Excellent communication skills to engage stakeholders at all levels.