Contact Centre Quality Assurance Lead

Simpson Millar


Advertised Salary: £23,000

Ref#: 140976

Date published: 12-Aug-2022

Here at Simpson Millar, we have a real focus on customer service and more importantly, the quality of our customers experience. We have a brand-new opening for a Quality Assurance Lead to steer our performance and drive change within our Manchester based contact centre.

What is the key purpose of this role? You are responsible for ensuring the highest standard of call behaviors within the call centre, ensuring that performance and compliance standards are delivered through extensive call auditing and QA reporting. An important part is to provide feedback at agent and team leader level, reviewing processes and suggesting improvements. You’re not directly managing people, although there is scope for this in the future.

What we’re looking for in a Quality Assurance Lead is a sound understanding of Contact Centre/Call Centre processes and procedures, previous experience providing call feedback using a variety of feedback techniques, working in a regulated environment with appropriate record keeping and quality standards. You’ll need excellent IT Skills with the ability to work with a Case Management System (CMS), databases, MS Excel and office IP systems. To really stand out from the crowd, you’ll be an energetic and enthusiastic person, with excellent communication skills, able to cope under pressure and ideally, have some knowledge/experience in consumer legal services.

We reward you with an attractive package, a permanent contract with annual salary of £23,000 paid monthly, 25 days annual leave, plus bank holidays, flexibility to buy and sell holidays, flexible office hours, hybrid working model, company pension, company sick pay and many more benefits too.

If you have read to this point, all you have to do now is to click apply and Ruth from the Recruitment team will be in touch to discuss your application further.

Apply Now
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