Quality Assurance Team Manager

Pure are pleased to be working with a growing organisation who are looking for a experienced Team Managers to join their busy Quality Assurance team. You will be responsible the customer contact quality standards and procedures and providing monthly Quality Control highlighting any potential risks to clients.

Key Responsibilities:

• Supporting 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.
• 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.
• To manage sensitive business and employee information appropriately and confidentially.
• To act with integrity, due care, skill, and diligence.

Skills Required

• Team leader or Management experience a office team
• Excellent communication and influencing skills, both written and verbal
• Excellent planning and organisational skills
• Computer literate with good Excel, Word and PowerPoint skills are preferrable
• Ability to communicate at all levels
• Ability to motivate and influence people

  Monday-Friday 9am-5:30pm on a hybrid/remote basis.