Director of Quality and Practice at Believe Resourcing

The Job

• Our client is looking for a seasoned senior Quality leader within the BPO and/or Contact Centre industry. A recognized expert in the field, you will be an innovator and a thought leader, ideally with demonstrable experience in developing and responsibly scaling quality assurance across multiple geographies in a high-growth business. If you think of yourself as a World Class exponent in your field, keen to make your mark in designing and developing a World Class Practice, we'd like to hear from you.

Job Purpose

• You will build and develop a recognizably World Class global QA function, ideally externally endorsed and certificated. The jobholder is the primary owner of the global delivery of Quality Assurance (ʻQA) services across all geographies for internal and external stakeholders. This includes the delivery of QA to operational campaigns to meet or exceed client expectations, in addition to assuring the needs of internal stakeholders (such as compliance, operations, client services, and sales) are met.
• You will leverage all reasonable opportunities to differentiate their QA offering in the marketplace.

What You Need

• Significant experience working in a multi-channel contact centre as a recognised senior leader of quality.
• BPO experience is essential, complimented with experience in the deployment of quality management tools, different operating models, and approaches.
• Credibility, knowledge, and gravitas to influence senior stakeholders.
• Experience of FCA, GDPR, and comparative US legislation required.
• Experience of Quality Management process development and deployment.
• Experience in preparing for, and executing, internal and client-led quality audits.
• Experience of implementing continuous improvement methodologies, process mapping, scorecard creation, and reporting.
• Thoughtful, considered, and analytical approach with experience of interpreting multiple data sources to arrive at an evidence-led conclusion.
• An understanding of new innovations and trends within Quality Management inside, and outside, the BPO sector.
• An innovator, with a deep curiosity, and unimpeachable integrity.
• Commercially aware with strong communication, interpersonal and presentation skills.
• Experienced in client-facing activities, presentations, escalations, and stewardship.
• self-motivated and driven to succeed with a passion for delivering first-class customer service.
• Licenses and certifications with business and quality assurance preferred.

Desired Skills and Experience

• Call Centre Management, General Management