Call Centre Quality Lead

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Lead and manage quality assurance initiatives throughout customer contact operations.

• Create and sustain quality frameworks, scorecards, and assessment methodologies.

• Perform and supervise quality reviews, audits, and calibration sessions.

• Examine quality trends and pinpoint opportunities for enhancing customer outcomes and operational efficiency.

• Collaborate with operational leaders to execute quality improvement strategies.

• Partner with training and learning teams to address performance deficiencies through focused interventions.

• Generate reports and recommendations for stakeholders and clients.

• Assist with service readiness, mobilization activities, and ongoing compliance obligations.

• Serve as a primary contact for quality-related client discussions and stakeholder engagement.

⛳️ Requirements

• Prior experience leading Quality Assurance initiatives within a contact center, customer service, or operational setting.

• Strong comprehension of quality frameworks, monitoring programs, and performance enhancement methodologies.

• Proven experience conducting quality assessments and spearheading improvement initiatives.

• Proficiency in analyzing data and converting insights into actionable steps.

• Exceptional stakeholder management abilities, involving engagement with operational leaders and clients.

• Excellent communication and influencing skills.

• Experience in fast-paced, high-volume service environments.

• Capability to balance customer experience, compliance, and operational performance goals.

• Experience in public sector, regulated or outsourced service settings (desirable).

• Background in supporting service mobilization or transformation projects (desirable).

• Familiarity with customer service quality frameworks, compliance standards, and performance metrics (desirable).

• Experience with voice, email, and digital customer contact channels (desirable).

🏝️ Benefits

• 23 days of holiday (increasing to 27) with the option to purchase additional leave.

• A paid day off for volunteering activities.

• Automatic enrollment in the company pension scheme.

• Life insurance coverage.

• Cycle2work program.

• 15 weeks of fully paid maternity, adoption, and shared parental leave.

• Two weeks of paid paternity leave.

• Voluntary benefits including discounts on retail, socializing, health and wellness, travel, and technology.

• Employee Network Groups.

• Opportunities for career development.

• Support for learning and skills development.