Quality Team Leader at Concentrix

What you’ll be doing

• Managing the implementation of quality frameworks and structures for all customer contacts across multiple locations and work streams
• Leading, developing and managing a team of Quality Consultants in line with local campaign and partner requirements
• Demonstrating an awareness of campaign specific products and services
• Working effectively and creatively to achieve targets through managing trends and continuously improving processes and ways of working
• Managing reporting trends and opportunities for performance improvement and engaging appropriate stakeholders in results
• Maximising results through building and maintaining effective working relationships
• Managing the day-to-day partner expectations and requests ensuring that stakeholder requirements are identified, delivered and met within agreed timeframes
• Applying Service Excellence knowledge and influence across the business unit
• Including risk analysis as part of regular tasks accounting for contractual and legislative requirements
• Working effectively and creatively to achieve targets through managing trends and continuously improving processes and ways of working

Your qualifications and experience

• Minimum 12 months’ experience in a quality role
• Effective management and leadership of people experience
• An understanding of client and outsourcing relationships including partner and company strategy
• Experience with applied coaching methodology for both deductive and inductive purposes
• Clear disciplinary record and a proven performance record of accomplishment working on campaigns
• In-depth knowledge of customer experience methodology, strategic planning and implementation of call handling and quality frameworks
• Excellent communication, presentation, listening, analytical, numeracy, problem-solving, time management, report writing, organisational, advanced PC literacy and typing skills (Essential)