Here at Conduent we are looking for an experienced Quality Supervisor to support the contact centre & operational team in the delivery of a high-quality customer experience, provide effective insight's and implement important process improvements to add value to our team and customers. Conduent are a Global Business Processing Outsource company. This role will be supporting a busy transportation client and involves the department who deal with the managing of customer calls, web chat and correspondence. Being enthusiastic and motivated to deliver an outstanding level of service is paramount to our global & mission-critical services. Contract: Permanent Location: Leeds, LS11 5BD Shifts: Monday - Friday Salary: £30,000 - £34,000 (DOE) Your responsibilities will include:
* Guided by policies, resource requirements, budgets and the business plan to ensure quality standards are achieved across the organisation
* Guides and influences internal and external stakeholders on enhancements to the Quality Management Framework
* Manages the operation of the organisation's total quality management (TQM) program
* Identifies and resolves technical, operational and organisational problems
* Creates a road map for quality improvement, taking the lead on a number of projects that are aimed at improving processes and build strong relationships with key stakeholders both internal and external
* Develop a program communications and training for operational agents based on QA results
* Develops systematic approaches for assuring high quality services. Influences the interface of key activities within and between the functions of the organisation.
* Measure, analyse, improve, and control key processes that influence customer satisfaction and business efficiencies
* Deliver reporting within agreed timescales and drive overall performance through detailed analysis
* Manages quality performance levels for the operation
* Solves problems and evaluates possible solutions using technical experience and precedents.
* Supports the development of systematic approaches for assuring high-quality services that meet customer needs. Develops systematic approaches for assuring high-quality services.
* Examines information to understand, solve and improve customer satisfaction and process
* Supports the hiring of team members and performs performance reviews
* Educates the team to improve soft skills, technical skills, and to improve service levels and operational efficiencies
* Supervises daily tasks ensuring deadlines and requirements are met to contractual, operational and client needs.
* Responsible for the success of the team and the delivery of the quality requirement
What we are looking for:
* An in depth understanding of applying quality management in an operational environment
* Demonstrable experience with the implementation of quality management and audit processes within an operational environment
* Understanding of how to coordinate efforts across teams to achieve goals
* Strong, collaborative management and leadership style. Well-developed ability to drive a coaching culture strategy
* Experience of managing people, alongside previous experience within a quality role for a call centre environment
* Excellent verbal and written communication skills with previous experience of presentation and delivery to stakeholders
* Ability to manage multiple quality projects simultaneously
* Proven track record in coaching and mentoring
What we offer you:
* 33 days annual leave (inclusive of bank holidays)
* Life Assurance x4 annual salary
* Private Dental Plan
* Private Medical Insurance (Aviva)
* Income Protection Scheme
* EAP including local discount
* Excellent Online Learning Platform
* Cinema Society Discounts
* Apprenticeships
* Free Eye Tests
* Mentoring Programs
Travel & parking information: We are based a short 10-15-minute walk from Leeds railway station. Please be aware that parking availability onsite is not guaranteed.
Being enthusiastic and motivated to deliver an outstanding level of service is paramount to our global & mission-critical services.,
* An in depth understanding of applying quality management in an operational environment
* Demonstrable experience with the implementation of quality management and audit processes within an operational environment
* Understanding of how to coordinate efforts across teams to achieve goals
* Strong, collaborative management and leadership style. Well-developed ability to drive a coaching culture strategy
* Experience of managing people, alongside previous experience within a quality role for a call centre environment
* Excellent verbal and written communication skills with previous experience of presentation and delivery to stakeholders
* Ability to manage multiple quality projects simultaneously
* Proven track record in coaching and mentoring
What we offer you:
* 33 days annual leave (inclusive of bank holidays)
* Life Assurance x4 annual salary
* Private Dental Plan
* Private Medical Insurance (Aviva)
* Income Protection Scheme
* EAP including local discount
* Excellent Online Learning Platform
* Cinema Society Discounts
* Apprenticeships
* Free Eye Tests
* Mentoring Programs
Travel & parking information: We are based a short 10-15-minute walk from Leeds railway station. Please be aware that parking availability onsite is not guaranteed.