Ascensos is an award-winning omnichannel contact centre dedicated to bringing a fresh approach to retail customer care. We believe that all customers deserve an exceptional customer experience. And that's what we deliver. We help brands, and their customers stay in love.
Whether it's clients or colleagues, delivering with a personal touch is truly important to us. We work with a diverse range of well-known retail brands, across many sectors, including; ALDI, River Island, KFC and Big Bus Tours.
We're proud of our team and are always looking for new members with similar talent and enthusiasm to deliver award-winning customer service.
What We're Looking For The successful candidate should have a future first driven mindset and extensive experience on quality and compliance management. They need to be capable to understand what drives customer satisfaction and lead the team in a framework based on automation as an enabler. Importantly, the Quality Manager must demonstrate a high passion to drive to deliver high quality service standards across multiple operational areas. They will be responsible for setting and executing the Quality strategy and providing outstanding leadership.
The candidate must provide motivational leadership and direction to the quality team, ensuring there is adherence to necessary quality procedures and efficient completion of their tasks and duties.
The QA Manager is responsible for creating a professional environment and one that nurtures a mutual support amongst the team, demonstrating a clear customer focus and ability to identify and track improvement opportunities. They will support the delivery and overall success of the business through continual process suggestions and improvements. The role requires strong ability to use data to lead the team's focus in the right director and present monthly trend reporting to managers and key stakeholders. The main effort of this role is to constantly and relentlessly drive the quality framework agenda forward and to promote 'world class service' for Ascensos and their Clients.
What To Expect As a Quality Manager at Ascensos, you will play a crucial role in ensuring the delivery of exceptional customer service by maintaining and improving our quality standards across all customer contact channels.
Efficiently and effectively manages the quality coaches' team.Ensures that the number of required coaching sessions and deep dives is acquired.Ensures that the performance prioritization process is completed correctly.Creates the quality overview for the monthly/quarterly/yearly business reviews.Keep an accurate and up to date reporting on quality results and trends.Centralizes the calibration variances across the business and leads and upskills the team to be able to lead as well Operations Calibrations and Clients Calibrations (Ensure that the calibrations tracker after each meeting and cascade to all stakeholders)Approved/denies annual leave to ensure continuity of service coverage.Support the development of the team.Provides quality insights gathered from the quality development process.Holds regular one2ones with the team members.Collaborate with the PO team to share quality concerns.Contributes to the development and delivery of the Quality framework by supporting with initiatives throughout the process.Follows up on actions and holds people to account for their actions ensuring they are completed on time.Develop a self-sustaining continuous quality improvement culture within your business unit.Deliver a step change in quality measures though a structured programme of Quality activities and projects.Identify non-compliance to quality standards, making recommendations where appropriate, to ensure that quality targets are achieved, maintained, and consistently applied in line with client & Ascensos requirements.Validates ideas of quality awareness / standards for advisors to develop an understanding of quality approach, including benefits to the client, Ascensos and our customers.Cross skill our quality coaches to provide optimal coverage within our business units About You We're delighted to drive innovation on-site day after day, so it's a plus if you're inventive and creative; we say yes to fresh new ideas to boost productivity, so reach out and help us shape the future.
We think big and we're looking for team members who think bigger, achieve more and work smarter. Full training will be provided, but we want to hear from you if you have the following skills!
Minimum 2 years of experience as a Quality Manager within a BPO environment (preferrable)Vision: Candidate must have proven methodology and depth of experience in leadership and programme management.Tech trends savvy: Understand and lead automation-based ways of working.Experience: Show that they've been previously leading and mentoring highly skilled Quality professionals and they have experience of running large scale quality improvement programmesPrioritization: Must be able to set priorities and multi-task between many simultaneous strategic projects and day to day maintenance related activities.Effectiveness: Consistently delivering against key metrics and can demonstrate that they have made a significant, positive, and tangible impact in the last 12 months to the success of the team, the operation and/or the business, as well as the customer.Continuous Improvement Using data and insights to actively improve the processes and/or systems within the contact centre, driving innovation, resulting in a positive step change for customers and/or colleagues.Management: Colleagues and stakeholders are fully engaged and supportive through effective two-way communication and working towards a common goal.People-Centred Culture Clearly demonstrates that there is a true focus on people where people are listened to and have the opportunity to grow and learn and there is a real sense of community and purpose.Customer-Focused Decisions demonstrably consider the customer, and the results provide an improvement in customer focused KPIs.Commercially Aware Good understanding of the commercial needs of the business, the cost/benefit of their contribution and the relevant legal, regulatory and company policies for good governance.Role Model Has a good awareness of trends in the industry, benchmarks externally and is pushing boundaries. Actively shares best practice, demonstrates role model behaviours and practices that others in the industry aspire to and can learn from. Join #theAteam We recognise the unique contributions of everyone in #theAteam; it's what drives our success. And we celebrate talent. That's why there's a huge focus on career development and recognition at Ascensos.
As an Equal Opportunity Employer, we pride ourselves on hiring local talent and offer a range of employment opportunities designed to fit a variety of lifestyles. You will be welcomed into an inclusive, diverse and fun environment where; delivering excellent customer service, career development and fun Fridays are the norm.
We'll tell you all about it during your interview!
Full training & support.Access to our Learning & Development Talent SPA.Internal opportunities to progress your career.Health insurance.24/7 Employee Assistance Programme & Wellness Hub.Discounted gym membership.Your birthday off work! (+29 days).'Refer a Friend' scheme.'Employee of the Month' Awards.Regular fun team building sessions.A diverse & inclusive working environment.If you're ready for a new challenge, then hit 'Apply Now' to become the newest member of our growing team.
We're expecting lots of people want to join #theAteam. So unfortunately, if you have not heard from us, please assume that your application has been unsuccessful on this occasion.
Apply Now If you're ready for a new challenge then hit 'Apply Now' to become the newest member of our growing team.
We're expecting lots of people want to join #theAteam. So unfortunately, if you have not heard from us, please assume that your application has been unsuccessful on this occasion. Application Form
Quality Manager
First Name *
Last Name *
Email Address *
Tel No *
Address *
Postcode *
Upload Documents * Please upload a copy of your CV and relevant covering letter formatted as either Microsoft Word (.docx) or PDF document (.pdf) files. Select Files
By completing this form and submitting your personal details, you agree and consent to how this data is handled by Ascensos. Please see our Privacy Policy for full details.
#J-18808-Ljbffr
