About the Role
We're looking for a motivated and people-focused leader to champion quality across our contact centre. You'll play a key role in shaping customer experience, coaching teams, and turning insights into real improvements that make a difference for our clients and customers.
What you'll be doing
* Lead the delivery of the client's quality framework in partnership with senior leadership.
* Oversee quality monitoring, customer surveys, and speech analytics to identify trends and improvement opportunities.
* Translate customer insights into practical actions through workshops and continuous improvement initiatives.
* Partner with Team Leaders and Managers to close performance gaps through coaching, calibration sessions, and tailored action plans.
* Build capability by mentoring, coaching, and supporting your direct reports to be their best.
* Present insights and recommendations to clients and stakeholders, ensuring quality excellence is at the forefront.
* Being the centre lead for Voice of Customer (VOC)
What you'll bring
* Experience leading quality or performance functions in a contact centre environment.
* Strong analytical and problem-solving skills, with the ability to turn data into actionable outcomes.
* A passion for customer experience and helping others grow.
* Proven leadership skills – coaching, mentoring and supporting team members.
* Excellent communication skills, with confidence to engage stakeholders at all levels.
Why Join Us?
* Access an unlimited mental health and well-being platform, empowering you to stay balanced and thrive both personally and professionally.
* Access to everyday savings: From technology, phone bills, fuel and groceries to fashion, restaurants and entertainment. Our employee benefits provider Flare can help you save every day with well-known brands
About Probe CX
Probe CX is a global business of 17,000 team members. We believe in combining human expertise with technology to deliver exceptional results. We are a digitally-enabled and data-driven company, but first & foremost we are people-purpose led. Our team members are instrumental in delivering on our promise to provide a human touch to every interaction.
How to Apply?
Click on 'Apply Now'. Need adjustments for accessibility needs throughout our recruitment process - please let us know. We're happy to accommodate.
Probe CX firmly believes that the strength of our company lies with the diversity and talent of our people. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds.
We provide space for everyone, embracing different perspectives, making room for opportunities for each individual to thrive. Join us in celebrating you and your 100% authentic self