What you will do in this role:
Manage the implementation and continuous improvement of necessary Quality Frameworks and structures for all customer contacts across work streams
Create and deploy an effective strategy to deliver industry-leading customer experiences
Drive and support the delivery of Quality improvement plans
Manage reporting trends and opportunities for performance improvement
Allocate appropriate time and skillset resources for deep dive investigations and actionable insights around specific performance areas
Mitigate business and customer risk exposure through the identification and eradication issues relating to people, processes and technology
Manage partner expectations and requests, ensuring that stakeholder requirements are identified, delivered and met within agreed time frames
Your qualifications
Concentrix is a great match if you have:
A matric certificate
Strong interpersonal skills, with the ability to engage with stakeholders at all levels
A minimum of 1-year experience as a Quality Manager, with relevant people management experience across multiple work streams and locations
In-depth knowledge of customer experience methodology including Net Promoter System
Experience working with Quality frameworks and processes, operating within a regulatory environment (OFCOM, FCA, ISO or EU regulations)
A strong background in applied coaching methodology for both deductive and inductive purpose
Advanced Excel skills (conditional formatting, creating formulas, pivot tables etc.)
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