Senior Quality Assurance Manager Wath Upon Dearne, Rotherham £40,000

Role Responsibility:

Senior Quality Assurance Manager

Hybrid role working on site in Wath upon Dearne, Rotherham, S63 7ER. Two days per week on site.

Up to £40,000 per annum

37.5 hours per week, Monday to Friday

About Us

Our G4S Customer Contact Centre in Wath Upon Dearne provides advice and support to the public on behalf of our clients. We have experienced rapid growth and are now a team of over 2000 people who spend their day helping people. 

Job Outline:

As Senior Quality Assurance Manager, you will work closely with G4S Operations and Team Managers to lead, develop and inspire the Quality community within the Contact Centre, taking responsibility for Quality Management Assurance for the EASS, PTS and DWP Phase 2 Contact Centre Contract with 1000+ FTE and a TCV of £83M.

Responsibilities:

• Lead the Quality Managers, ensuring that the contracted number of random quality assurance observations are undertaken for 26 individual service lines.
• Ensure that Academy coaches are calibrated to support new hire coaching.
• Ensure that QA and Client calibrations take place each month, ensuring independent, auditable and consistent assurance of quality standards.
• Build strong relationships with stakeholders and be a voice and a champion for the QA Department.
• Work closely with the Head of Service delivery and their team to ensure prompt advisor coaching and feedback is undertaken to reach contracted quality standards of 90%.
• Support the Risk Assurance Manager in readiness for client SQ&A audits and reporting for the Monthly Operating Standards meeting.
• Work with the Project Managers to ensure that large scale changes are supported with the right training intervention and impacts are evaluated as part of the change control process.
• Provide visible first-hand leadership through communication, engagement, role modelling and mentorship.
• Ensure all employees have the skills, tools and knowledge to perform at their best.
• Provide a welcoming, structured and supportive environment to reinforce new hires' decision to join G4S.

The Ideal Candidate:

Essential Criteria:

• Demonstrable experience in and have a passion for Quality.
• Knowledge and experience of the full Learning Cycle.
• Demonstrable experience in and have a passion for Customer Service. 
• A result driven mindset while using a logical approach to your work.
• The hunger to work as a real team player and collaborate with the wider team
• Excellent Communication skills, both oral and written.
• Exceptional organisational skills and diligence.
• A strong desire to succeed and make a difference.

Desirable Criteria:

• Experience working in a BPO environment

Benefits

While working for G4S, you are entitled to a number of benefits and offers from G4S partners and other organisations, from employee assistance provided through WeCare, to RAC cover and so much more, including the below:

• Progression, training and development catered to you.
• Charity work
• Refer A Friend incentives 
• Company pension scheme with employer contributions.
• G4S Life Assurance Scheme.
• Subsidised healthcare plan.
• Charity work- Match-IT and Payroll Giving.
• Confidential Counselling Services
• 24/7 support specialising in health and medical 
• Discounts on high street shops and brands including several leading high street brands, retailers and travel suppliers.

We encourage applications from people from all ages and backgrounds and aim to have a workforce that represents the wider society that we serve at G4S ESS. We pride ourselves on being an employer of choice. We champion diversity, inclusion and well-being and aim to create a workplace where everyone feels valued and a sense of belonging.

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