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QUALITY & COMPLIANCE MANAGER
This job has expired, and cannot be applied for.
- Posted By: Bryman Personnel
-
Address:
- Clarence Chambers, 28 Clarence Street
- Southend-on-Sea
- SS1 1BD
- Contact: 01702 353 990
- Date Posted: 9th Dec 2008
- Salary: £27,000 - £30,000 PER ANNUM
- Location: Southend-On-Sea
- Reference Code: KB/12244
- Views Since Posting: 93
- Full Description:
Quality & Compliance Manager
Southend-on-Sea, Essex
£27,000 - £3,000 Per Annum (Negotiable)
The Client:
As a rapidly expanding contact centre based in Southend On Sea, our client requires a Quality Control & Compliance Manager to join their friendly team.
With the capacity looking to double by the end of 2008, you will be joining the business at an exciting time.
Role Purpose:
Reporting to the MD, you will be responsible for running the existing QC team ensuring consistency and accuracy in all aspects of compliance across all campaigns and working in line with the overall company strategy.
Liaising with internal departmental heads, you will need to build strong working relationships and demonstrate integrity and credibility as you will be required to communicate openly and honestly between regulatory bodies and the company in relation to current processes.
Duties & responsibilities:
* To provide advice and guidance for best practice on all regulatory requirements and guidelines that govern the company
* Build and maintain effective working relationships with internal functions to ensure the effectiveness of processes and agreed performance improvements
* To be aware of and keep up to date with the rigours demanded by the regulated bodies of the company and ensure complaint procedures are compliant
* Specify, deliver and maintain effective MI for the department to illustrate performance, identify trends and required actions for improvement
* To build and document a robust auditing and review procedure ensuring that procedures our current
* Deliver coaching sessions to management to drive up performance improvements in compliance through influencing behaviours of call centre staff
* To manage and update the company’s complaint policy and assess high level customer complaints concerning suspected breaches of the regulations (Treat Customers Fairly)
* To be involved in new campaign development meetings offering advice and guidance on compliance matters
* Communicate regularly and effectively with Senior Management
* Leadership skills capable of sustaining and inspiring commitment within management of change and continuous improvement environment
Essential Skills/Experience:
* Previous experience of working within a call centre
* Experience in handling escalated complaints and ensuring the correct procedures are followed and documented
* 2nd level Management experience
* Good understanding of sales and customer service processes within a call centre environment
* Analytical skills
* Process mapping skills
* Leadership skills capable of sustaining and inspiring commitment within management of change and continuous improvement environments
How To Apply:
For further information call Kim Baker @ Bryman Personnel or apply with your CV today.
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