Contact Centre Quality Manager

Company Description

Do you want to influence the future of service and shape customer experience for some of the world’s leading brands? With us, you will have the chance to improve quality of life all across the UK and across the globe. Welcome to Bosch. For more than 30 years, Bosch Service Solutions (SO) offers global innovative services in more than 30 languages with over 10,000 Service Experts across 36 locations. Bosch Service Solutions has evolved over the past few decades into a successful international provider of Technology Led Business Process Outsourcing.

To achieve the ambitious objectives of our growing business in Liverpool we are looking for a Contact Centre Quality Manager.

Job Description

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  Design, develop, build and deliver a contact centre and customer quality framework against which all our contact centre business will be managed and measured
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  Performance Management of quality KPIs and metrics for the business including building and delivering quality reporting dashboards
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  Working with the Operations team identify and evidence insights that will be used to drive value for our clients and improve quality standards in our business
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  Design and implement continuous improvement processes and methodologies in line with global Bosch standards and deploy those approaches into the UK contact centre business
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  Champion quality management through project and new business implementation
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  Liaise with third party auditors for certification purposes
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  Operating in accordance with ISO9001

Qualifications

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  You must have a minimum of at least 3 years’ experience working as a Contact Centre Quality Manager
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  Experience of working in a multi-channel contact centre (operations) at management level. (BPO experience desirable) with experience of quality management tools and different operating models for Operational Quality.
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  Credibility at a management level
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  Subject matter expert with the ability to influence senior stakeholders
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  Experience of Quality Management process development and deployment.
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  Experience of preparation for and executing internal quality audits
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  Able to translate data into actionable plans
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  Good communication skills
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  A passion for delivering first class customer service
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  Self-motivated and driven to succeed

Additional InformationYour future job location offers you:Flexible work time options, benefits and services, employee discounts, room for creativity, hybrid of home-based and city centre office-based working location.