Quality and Service Delivery Manager

Quality and Service Delivery Manager 
£27,000 - £33,000 DOE + Benefits 
Nottingham 

Do you have experience of Quality Control management within a heavily regulated industry? We are looking for an experienced contact centre manager to oversee the operations quality team and have significant influence in the quality of the service delivery. 

This exciting role is working with a well established market leading business who will provide the successful manager the support to succeed and thrive. 

Duties will include:

• Coaching and developing the quality consultants to ensure a market leading service delivery 
• Drive continuous improvement of processes and controls through effective data driven root cause analysis
• Oversee the quality of the service delivery whilst ensuring business risks are identified and limited 
• Work with 3rd party administrators to monitor their performance, reduce risk and enhance stake holder relationships 
• Supervisory duties including one to one meetings and performance reviews 

• Previous experience within a similar Quality control essential 
• Strong and inspiring team leadership style 
• Experience of managing 3rd party supplier and building string stakeholder relationships 
• Understanding and practice of root cause analysis processes 
• Knowledge of regulated industries, financial services or similar of interest