Quality Assurance Manager
The primary objective of this role is to ensure the highest standard of service quality across queries, complaints and escalated contacts.
Key responsibilities include:
* Developing a bespoke quality programme suitable for complex and varied case types designed to deliver exceptional consumer experience at scale
* Conducting thorough analyses to identify process and policy gaps and implementing corrective actions
* Collaborating with vendor teams to develop guidance and strategies for maximising consumer satisfaction metrics
Requirements:
* Significant experience working in customer care or similar functions with leadership and quality management responsibilities
* Experience managing operational KPIs with a track record of improving performance over time
* Excellent verbal and written communication skills