Related skills
data analytics quality assurance stakeholder management leadership training📋 Description
- Lead QA across all Customer Care channels; set standards and drive data-led insights.
- Develop QA guidelines, audits, evaluation tools, and scoring frameworks.
- Conduct regular quality audits and calibration across CCRs.
- Analyze QA data to identify trends and drive improvement.
- Collaborate with Ops, Training, Workforce, Legal, and Product/Tech to align QA priorities.
🎯 Requirements
- Extensive QA, contact centre, or CX management experience across in-house and outsourced teams.
- Proven track record building QA frameworks, scoring tools, and calibration programmes.
- Degree in business, operations, communications, or related discipline.
- Strong analytical capability to interpret QA data and translate insights for leadership.
- Experience in BPO governance and cross-functional stakeholder engagement.
- Proven people leadership skills with a track record of developing high-performing QA teams.
🎁 Benefits
- Direct influence on the customer experience for 7 million people.
- Performance-driven culture that rewards rigour and ownership.
- Growth opportunity to shape the QA function as the business scales.
- Competitive remuneration and benefits.
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