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.

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)