Hours: Mon – Thu 9am – 5.30pm and Fri 9am – 5pm

Start Date: ASAP!

The Role:

This is an exciting opportunity for an experienced Quality Team Leader.

• You will lead and develop the Quality Analysts Team, drive operating efficiencies, manage the quality framework for all teams in Customer Ops & lead the Quality Accreditation program.
• Deliver team KPI’s and consistently deliver great consumer/retailer experience in all channels as part of the overall Customer Ops strategy.

Skills:

• At least 2 years experience as a Quality Analyst Team Lead in a multi-skilled call centre.
• Creative and high energy leadership with a proven track record in inspiring others to deliver their best in their roles.
• Ability to produce high quality output which adheres to brand integrity as well as meet predetermined metrics.
• Able to work with other teams and facilitate a harmonious working process.
• Experience of using consumer feedback and other data sources to identify risks or improvements, evaluate customer engagement and recognise opportunities to shape conversation and increase positivity towards the brand.

Benefits:

26 days holiday

Generous pension scheme

50% off gym membership

Social events

Keywords: Team leader, call centre