Job Description

• To support and motivate members of your team using performance management tools, personal objectives and KPI’s.
• Collaborate with operational managers to establish procedures and processes that will manage customer service standards at a level required by the business.
• Assess customer contacts in line with the Quality Assurance Programme.
• Maintain accurate and robust management information which can be easily shared and used to drive service improvements.
• Use MI to analyse and identify performance trends and gaps and develop associated improvement plans alongside the relevant Operational Management team
• Ensure you are kept abreast of regulatory, procedural and/or product changes that may impact a voice contact and have a bearing on the Quality Assurance Programme.
• Highlight any issues that arise which could impact our ability to operate within our regulatory guidelines and the Company’s internal procedures.
• To arrange and facilitate calibrations sessions with operational managers and assessors to check understanding and maintain consistency across all team members.

Required Knowledge, Skills, and Abilities