Quality Manager (British Airways) at Capita

This Role Will Include, But Is Not Limited To

• Review customer experience through multiple channels, including Voice & WebChat
• Identifying opportunities for colleagues to ensure they are consistently delivering a best in class customer experience
• Delivering 1:1 & Team coaching/feedback sessions, engaging colleagues to drive for success
• Participating and delivering calibration sessions with operational colleagues and support functions
• Deliver briefings and observations, to drive your team of Quality Coaches
• Observe quality coaches and provide feedback
• Create informative newsletters, highlighting clear opportunities of improvement
• Develop initiatives to drive customer satisfaction across direct customer feedback measures and internal quality frameworks

Leadership and supervision

• Managing and providing leadership for the customer experience function within the client Contact Centre
• Driving customer experience requirements through Team Managers and coaches
• F acilitate CCM & Client involvement in the delivery of quality through regular discussions and feedback
• Developing the existing Coaches & Team Managers on quality coaching people focus and feedback
• Assist Team Managers & Coaches to deliver against the customer experience management requirement
• Keep all stakeholders updated and involved in progress and changes
• Manage the collaboration process across Team Managers, Coaches and Client to ensure consistency
• Regularly review the customer experience management system for effectiveness and engage parties on recommended changes/ updates
• Ensure qualitative KPI’s are meeting desired performance levels OR put effective and measurable plans in place to ensure improvement within defined timelines
• Reporting & analyses of quality results
• Ability to continuously identify areas of opportunity within the campaign of people and process levels and make recommendations leading to end user satisfaction as well as bring efficiencies
• Undertaking projects to improve performance of the campaign
• Undertaking thorough roots cause analysis of failing KPI’s and creating qualitative actions plan status
• Coordinating meeting with team members and other departments to chalk out action plans for campaign on a monthly basis
• Ability to create presentations and also present to internal and client teams
• Excellent knowledge of MS Excel and other MS Office tools, including presentation and word
• Good team and stakeholder management ability

Required

Through successful delivery of the above actions, it will enable you to be in position where you may be required to

• Compile data to report on performance of customer experience against a number of commercial measures
• Support the capture and analysis of data to support insight to Operational and client colleagues
• Develop Quality focus plans to drive performance
• Support operational team with performance management by inputting to reviews/coaching sessions