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Experis  

Quality and Training Executive (Contact Centre)

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Quality and Training Executive (Contact Centre)
London - Salary circa £35,000 plus benefits

Quality and Training Executive - we are looking to recruit a Quality and Training Executive to work for a consumer focused, money guidance not for profit organisation, based in Holborn, Central London. They are seeking someone to ensure services delivered to customers by their outsourced call centre and partners are fit for purpose, meets high service standards, remains current and well-managed.

As a Quality and Training, you will contribute to the development of quality assurance strategies and approaches, as well as build and maintain awareness of good practice in relation to Quality Assurance as it applies to the delivery of money guidance for third party suppliers to be able to fulfil their QA requirements.

To enable you to make an effective contribution within this position, the successful candidate would possess for following skills/experience below:

  • Expertise in Quality Management approaches and practices used to manage third party advice and guidance contracts (or similar) and contact centres.
  • Proven understanding of contact centre style operational and quality delivery/change management
  • Good working knowledge of operational metrics, operational levers and quality processes
  • Experience of delivering training and producing advanced power point presentations.
  • Proven ability to be numerate with considerable analytical skills, able to interpret complex and diverse information from a range of sources in order to drive accurate conclusions and recommendations
  • Solid report writing capability
  • Experience of developing training material in different media formats including digital delivery
  • The ability to develop and implement innovative solutions to address challenges
  • Experience gained within the financial services sector
  • Proven relationship management skills and be able to build productive and influential relationships with key stakeholders.
  • Flexibility to travel around the UK or wider (subject to 3rd party provider locations).
  • Proven ability to visualise and present Quality/Compliance related metrics, KPIs and SLAs
  • Attention to detail and ability to understand granular level quality data and provide key high level insights
  • Intermediate Microsoft Excel skills (Pivot tables, lookups)

If this opportunity sounds of interest, please click “apply” or contact James Spence-Evans at Experis for further information.

Job reference:
PSC-J391754A
City of London
Benefits
Full-time
Permanent
Immediate start
Permanent
 
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Experis
 
Telephone Number 0161 924 3929

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