Job Description

Our client are looking for a full time Quality Manager to join their Call Centre Acquisition team at their newly refurbished office in the heart of Watford. Your role will be to work with their offshore call centres and brokered network to ensure quality and coaching processes are adhered to.

Your main responsibility will be to manage all aspects of the quality and agent coaching process with our centres and brokers. This will involve hosting weekly meetings and calibrations with the centres to ensure they are on target as well as resolving any issues in regards to quality and authorising mock calls to expand the call centre agents and team. You will also be responsible for handling feedback reports in order to maintain the client's high standard of quality.

You will also manage their offshore team of Quality Auditors, Verifiers and Coaches.

The successful candidate will have proven training management experience preferably within a Call Centre environment. They will also consider candidates who have quality management experience within a Call Centre. Excellent communication skills, both written and verbal, will be key to your success in this rewarding and dynamic role.

In return for your hard work and dedication, you will benefit from a competitive basic salary plus:

• Reward schemes for great performance
• 28 days holiday
• Pension scheme
• 2 staff parties a year
• Free parking in an attractive office

Required Knowledge, Skills, and Abilities

Working with call centres in a quality or coaching role Working with offshore partners Strong Excel skills Strong communication skills, both written and verbally Strong attention to detail