Contact Centre Quality Assurance Manager – Compliance Manager – Quality Assurance

Ref: DJJM1241
Role: Contact Centre Quality Assurance Manager – Compliance Manager – Quality Assurance
Location: Cardiff – Wales
Salary: Up to £60k plus bonus and benefits
Employment Type: Permanent

An excellent opportunity has arisen within an exciting, growing company that are in an ever changing and fast paced industry sector who are looking to recruit an experienced Quality Assurance Manager to lead their function across all contact centre operations and wider business.

The successful candidate will be really focused on improving the knowledge and skills of the Contact Centre and be able to deliver comprehensive feedback and support to both new starters and upskilling existing staff.

The aim of the role of is to provide a management support function for the contact centre to remain compliant with regulation and to offer best practise support through means of coaching and development. You will create and deliver quality assurance framework across the contact centre, report data and analysis effectively to stakeholders giving recommendations for improvements and work closely with the managers and their colleagues to identify gaps in knowledge and responding with coaching support. The ideal candidate will have the ability to think outside of the box and be able to regularly review and improve and update process and policy issues, The role will include handling administration, for example: completion of management duty rota.

The successful candidate will have:
• At least 12 months Quality Assurance experience within a contact centre environment.
• Experience of managing people and be able to lead and motivate others to deliver excellence in customer service.
• Excellent organisational skills.
• Excellent time management skills.

To apply for this position please forward a copy of your CV to: or visit us at: We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

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Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Customer Service, Resource Planning, Data, Analytics, Programmes, Change, Transformation, Digital, Contact Centre and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.