Call Centre Quality Lead

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🇬🇧 United Kingdom – Remote

⏰ Full Time

🟠 Senior

📞 Call Center Representative

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Capita

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1984

💼 Consulting

🏥 Healthcare

🛡️ Insurance

💰 Seed Round on 2018-01

Consulting • Healthcare • Insurance

Capita is a business focused on providing essential internet services related to the management of cookies on websites. Although the text is primarily informational about cookies and their legal implications within the EU, Capita likely deals with compliance and privacy policies to help businesses adhere to regulations, ensuring effective data management and user experience online.

📋 Description

• Lead and coordinate quality assurance activities across customer contact operations • Develop and maintain quality frameworks, scorecards and assessment methodologies • Conduct and oversee quality reviews, audits and calibration sessions • Analyse quality trends and identify opportunities to improve customer outcomes and operational performance • Partner with operational leaders to implement quality improvement plans • Work with training and learning teams to address performance gaps through targeted interventions • Produce reporting and recommendations for stakeholders and clients • Support service readiness, mobilisation activity and ongoing compliance requirements • Act as a key contact for quality-related client discussions and stakeholder engagement

🎯 Requirements

• Previous experience leading Quality Assurance activities within a contact centre, customer service or operational environment • Strong understanding of quality frameworks, monitoring programmes and performance improvement methodologies • Experience conducting quality assessments and driving improvement initiatives • Ability to analyse data and translate insights into practical actions • Excellent stakeholder management skills, engaging operational leaders and clients • Strong communication and influencing skills • Experience working in fast-paced, high-volume service environments • Ability to balance customer experience, compliance and operational performance objectives • Experience within public sector, regulated or outsourced service environments (desirable) • Experience supporting service mobilisation or transformation programmes (desirable) • Knowledge of customer service quality frameworks, compliance requirements and performance measurement (desirable) • Experience with voice, email and digital customer contact channels (desirable)

🏖️ Benefits

• 23 days’ holiday (rising to 27) with the opportunity to buy extra leave • A paid day out of the office for volunteering • Auto-enrolment to the company pension • Life assurance • Cycle2work scheme • 15 weeks’ fully paid maternity, adoption and shared parental leave • Two weeks’ paternity pay • Voluntary benefits including retail and socialising discounts, health and wellbeing, travel and technology benefits • Employee Network Groups • Career development opportunities • Learning and skills development support