Quality Manager or Quality Assurance Manager

Ref: DJKG1248
Job Title: Quality Manager or Quality Assurance Manager
Location: Oxfordshire/Northamptonshire/Bedfordshire
Salary: £45 to £55k (depending on experience)
Employment Type: 12-month contract

This is a fantastic opportunity for an experienced Quality Manager to join a digital savvy organisation. The Quality Manager or Quality Assurance Manager will be tasked with overall customer satisfaction, quality assurance and the coaching of customer service agents within the contact centres.
This role requires a proactive, communicative and highly motivated person who has excelled in working within a fast-paced environment and has a strong background in managing, planning and delivering outstanding results.

As the Quality Manager, some of your responsibility will be to:

• Ensure policy documents are being enforced
• Work with the Contact Centre team on improving performance across global locations
• Improving quality metrics through training and coaching
• Develop, design and execute testing and monitoring

If you are interested in applying for this position, then you will need to have a proven background as a Quality Manager or Training Manager and be available to commit to this 12-month contract.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. 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.

Follow us on Twitter @callcentrejobs1

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 organizations, 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.

Senior MI Analyst

Job Ref: DJPF1171a
Role: Senior MI Analyst
Location: Warwick
Salary: up to £35,000 + benefits

My client is looking for a Senior MI Analyst to support their Customer Service function. The successful candidate will perform analysis to create specifications and quality assure analysis which will provide Strategic Insights to facilitate the delivery of world class customer service.

What will you be doing?
• Support the company in advancing its use of predictive analytics: data manipulation, text mining, finding out all influencing factors and prioritising them, statistical analysis, forecasting and modelling.
• Complete complex data analysis with a variety of purposes for the business
• Provide specifications for reporting
• To perform adhoc analysis of data in order to find the root cause of problems.
• To update, distribute and create new MI reports for the management team, including identifying and fixing errors in reports.

What experience will I have?
• A high level of numeracy and the ability to extract and analyse data
• The ability to use MS Excel and MS Access to an advanced level
• Power BI, MS Azure ML and SQL Transact
• Experience of communicating the processes of complex analysis to an audience with varying levels of understanding.
• Experience of writing specifications and performing quality assurance on work of other data analysts.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. 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.

Follow us on Twitter @callcentrejobs1

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.