Business Support

Job Advert

We have an exciting opportunity for a Quality Manager to join our team in Falkirk where you’ll be joining our fun-loving global community of more than 100,000 passionate people who work in over 50 countries delivering exceptional customer experiences for some of the world’s leading brands. Being a people-first company, we put people at the heart of our business, and this is when everything comes alive.

In this role, you will lead, develop and manage the quality process and framework on behalf of our client working alongside operations to deliver a consistent quality model. You will be working closely with operational leadership, taking responsibility for ensuring that day-to-day quality expectations and requirements are executed on time and to a high standard.

Leading a Quality Team focused on customer experience excellence, you will drive improvement in quality performance via team coaching, insight outputs and working with the Operational Team to ensure delivery on KPIs.

What you’ll be doing

• Leading, developing and managing a Quality Team in line with campaign requirements
• Managing the implementation and continuous improvement of necessary Quality Frameworks and structures for all customer contacts across work streams
• Creating and deploying an effective strategy that will deliver industry leading customer experience
• Driving and supporting delivery of Quality improvement plans
• Managing reporting trends and opportunities for performance improvement as well as engaging appropriate stakeholder to share insights
• Allocating appropriate time and skillset resources for deep dive investigations and actionable insights around specific performance areas
• Mitigating business and customer risk exposure through identification and eradication of issues relating to people, processes and technology
• Managing the day to day partner expectations and requests ensuring that stakeholder requirements are identified, delivered and met within agreed time frames

What you’ll need

• Strong interpersonal skills, with the ability to engage with stakeholders at all levels across our business and clients
• Minimum 1 year’s experience as a Quality Manager, leading and inspiring a Quality Team 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 such as OFCOM, FCA, ISO or EU regulations
• Strong background of applied coaching methodology for both deductive and inductive purposes
• Strong analytical skills and attention to detail
• Advanced Excel skills including but not limited to conditional formatting, creating formulas, pivot tables etc.
• Comfortable producing reports and presenting at management level
• Ability to multi-task and work on your own initiative, as well as being able to make decisions where appropriate
• Excellent planning, organisational, and time management skills

Each Webhelper brings a different energy, passion, a unique set of skills and talents. This strand of our DNA sets us apart and is how we enrich customer experience and business solutions for our clients. Take this opportunity to join our collaborative team of game-changers today.