As a Quality Assurance Supervisor, you will play a key role in ensuring the delivery of exceptional customer service across our global operations.
We are seeking a proactive Quality Assurance Supervisor to lead a team of auditors and serve as the primary point of contact for Customer Service Supervisors, to drive performance improvements and uphold high quality standards.
This role will report to Quality Assurance Deputy Managers overseeing quality for various areas of the Business, while maintaining effective communication with both internal and external stakeholders.
You will manage team performance, resolve audit disputes, provide detailed action plans for advisor performance improvement, and ensure that quality standards are consistently met across the Customer Service team.
This is an exciting opportunity to have a significant impact on the development of Quality Assurance practices supporting the global operation and performance outcomes across the Organisation.
The position is full time with a typical working pattern of Monday to Friday between the hours of 09:00-17:30, however full flexibility is required.
Preferred Skills, Qualifications and Experience
* Background in leading Quality Assurance teams within a multi-site, multi-language operation is preferred.
* Strong analytical and problem solving skills, with the ability to perform root cause analysis, identify trends and develop actionable insights.
* Proven experience in developing detailed performance improvement plans and working closely with front line teams to drive results.
* Solid understanding of customer service principles, Quality Assurance standards, and industry best practices.
* Proven leadership and stakeholder management skills, with experience in conflict resolution, handling performance issues, motivating teams and effectively engaging and collaborating with internal and external stakeholders.
* Demonstrated ability to drive continuous improvement initiatives and foster a culture of quality and excellence, supported by Lean Six Sigma Green Belt certification or equivalent experience.
* Experience in collaborating with senior leadership to implement strategic quality initiatives.
Main Responsibilities
* Leading and managing a team of Quality Assurance Auditors, ensuring the completion of quality audits within defined SLAs.
* Leading calibration sessions between teams and across locations.
* Performing spot checks and functioning as a Master Calibrator for teams and sites.
* Serving as the key point of contact for all stakeholders, providing clear communication on quality assurance matters and guiding Customer Service Supervisors with detailed action plans to enhance team performance.Developing and sharing customised quality reports for supervisor groups, highlighting trends, opportunities for improvement and actionable insights at the team level.
* Addressing performance issues within the team, offering 1:1 support and guidance to foster improvement and growth.
* Managing conflicts within the team and with external stakeholders, ensuring timely resolution and maintaining productive working relationships.
* Addressing and resolving audit disputes promptly and accurately.
* Driving continuous improvement initiatives, enhancing quality assurance processes and refining business workflows across the organisation.
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