A well-established bank based in Wolverhampton are looking to recruit for a Customer Quality Manager to join their existing team on a full time and permanent basis. The role is paying £30,000 plus pension, 25 days holiday and discretionary bonus of up to 20% of annual salary dependent upon company performance.
As the Customer Quality Manager you will be responsible for:-
- Remotely monitoring & improving the quality of service provided by call centre & servicing teams based in the north
- Accuracy of call monitoring conducted by the team
- Provide training & feedback to assist in the development & coaching of employee’s to enhance performance
- Working alongside colleagues in areas of complaints & risk management striving for continuous improvement in all operational processes to maximise efficiency & performance, reduce risk & operate within the regulatory framework
The successful candidate will have experience of working within call centre’s in a supervisory/managerial capacity. You will possess an analytical mind set with excellent attention to detail. It is essential to the role to have excellent written & verbal communication skills with the ability to liaise with people at all levels. You will have a confident manner and the ability to work on your own initiative. This is an exciting role that you can make your own whilst taking ownership and responsibility to make sure that policies, procedures and regulation are adhered to. As part of the role you will be required to travel with overnight stays once a month
Call center experience at management level . Complaints , Risk Assessment