Quality Manager

at  Ascensos

DATE POSTED

10/04/2024
Ascensos is an award-winning omnichannel contact centre dedicated to bringing a fresh approach to retail customer care. We believe that all customers deserve an exceptional customer experience. And that’s what we deliver. We help brands, and their customers stay in love.
Whether it’s clients or colleagues, delivering with a personal touch is truly important to us. We work with a diverse range of well-known retail brands, across many sectors, including; ALDI, River Island, KFC and Big Bus Tours.
We’re proud of our team and are always looking for new members with similar talent and enthusiasm to deliver award-winning customer service.

ABOUT YOU

We’re delighted to drive innovation on-site day after day, so it’s a plus if you’re inventive and creative; we say yes to fresh new ideas to boost productivity, so reach out and help us shape the future.

We think big and we’re looking for team members who think bigger, achieve more and work smarter. Full training will be provided, but we want to hear from you if you have the following skills!

• Minimum 2 years of experience as a Quality Manager within a BPO environment (preferrable)
• Vision: Candidate must have proven methodology and depth of experience in leadership and programme management.
• Tech trends savvy: Understand and lead automation-based ways of working.
• Experience: Show that they’ve been previously leading and mentoring highly skilled Quality professionals and they have experience of running large scale quality improvement programmes
• Prioritization: Must be able to set priorities and multi-task between many simultaneous strategic projects and day to day maintenance related activities.
• Effectiveness: Consistently delivering against key metrics and can demonstrate that they have made a significant, positive, and tangible impact in the last 12 months to the success of the team, the operation and/or the business, as well as the customer.
• Continuous Improvement Using data and insights to actively improve the processes and/or systems within the contact centre, driving innovation, resulting in a positive step change for customers and/or colleagues.
• Management: Colleagues and stakeholders are fully engaged and supportive through effective two-way communication and working towards a common goal.
• People-Centred Culture Clearly demonstrates that there is a true focus on people where people are listened to and have the opportunity to grow and learn and there is a real sense of community and purpose.
• Customer-Focused Decisions demonstrably consider the customer, and the results provide an improvement in customer focused KPIs.
• Commercially Aware Good understanding of the commercial needs of the business, the cost/benefit of their contribution and the relevant legal, regulatory and company policies for good governance.
• Role Model Has a good awareness of trends in the industry, benchmarks externally and is pushing boundaries. Actively shares best practice, demonstrates role model behaviours and practices that others in the industry aspire to and can learn from.

• Efficiently and effectively manages the quality coaches’ team.
• Ensures that the number of required coaching sessions and deep dives is acquired.
• Ensures that the performance prioritization process is completed correctly.
• Creates the quality overview for the monthly/quarterly/yearly business reviews.
• Keep an accurate and up to date reporting on quality results and trends.
• Centralizes the calibration variances across the business and leads and upskills the team to be able to lead as well Operations Calibrations and Clients Calibrations (Ensure that the calibrations tracker after each meeting and cascade to all stakeholders)
• Approved/denies annual leave to ensure continuity of service coverage.
• Support the development of the team.
• Provides quality insights gathered from the quality development process.
• Holds regular one2ones with the team members.
• Collaborate with the PO team to share quality concerns.
• Contributes to the development and delivery of the Quality framework by supporting with initiatives throughout the process.
• Follows up on actions and holds people to account for their actions ensuring they are completed on time.
• Develop a self-sustaining continuous quality improvement culture within your business unit.
• Deliver a step change in quality measures though a structured programme of Quality activities and projects.
• Identify non-compliance to quality standards, making recommendations where appropriate, to ensure that quality targets are achieved, maintained, and consistently applied in line with client & Ascensos requirements.
• Validates ideas of quality awareness / standards for advisors to develop an understanding of quality approach, including benefits to the client, Ascensos and our customers.
• Cross skill our quality coaches to provide optimal coverage within our business unit