Quality Manager (USA Hours) at Huntswood

Role Purpose

• Working as part of dynamic, large-scale operations, the job holder will be part of a high-quality team undertaking Quality checking of the work completed by Team Members.
• This is an exciting mid-level management role where the job holder will be exposed to multiple clients across various industries.

 Job Description

This is a multi-faceted role covering the following activities:

• Managing a team of multi-skilled Quality Advisors responsible for completing quality assessments across a range of clients
• Creating and supplying client and management reporting and insight
• Responsible for quality scores and risk management in line with Client and regulatory targets
• Presentation of results at weekly and monthly client business reviews
• Responsible for the oversight of customer remediation exercises where required
• Direct client point of contact for all QA, compliance, complaints, and insight requests
• Checking of investigations of complaints, including the gathering of information, contacting customers and communicating decisions based on the information available.
• Utilising a wide range of systems to check that the execution of a defined process has been correctly undertaken and escalate as appropriate to team leader
• Providing feedback to Senior Operations Managers on the outcome of checked cases and supporting with campaign performance improvement plans
• Working alongside the Training Manager to instil a quality centric culture from employee early life.

 Essential skills

• Excellent verbal and written communication skills with the ability to report to a senior audience.
• Strong presentations skills for a target audience of senior managers and direct client feedback.
• Ability to influence senior managers and stakeholders within the remit of specific campaigns and requirements.
• Excellent Microsoft word knowledge and skill, not limited to, Microsoft word, excel and powerpoint.
• Ability to analyse data, highlighting trends and developing remediation plans where required.
• Ability to manage a team of cross-skilled employees working across a variety of workstreams.

 Required experience

• 2 years experience as a Qualitiy Manager/ Quality Insights Business Partner in a Contact Centre/BPO role