Head of Quality and Practice at Quantanite

• The jobholder will build and develop a recognisably World Class global QA function, ideally externally  endorsed and certificated .  The jobholder is the  primary owner for the global delivery of Quality Assurance (‘QA) services across all geographies for internal and external stakeholders. This includes the delivery of QA to operational campaigns to meet or exceed client expectations, in addition to assuring the needs of  internal stakeholders (such as compliance, operations, client services, and sales) are met. The jobholder will  leverage all  reasonable opportunities to differentiate our QA offering in the marketplace.

At Quantanite, your work will directly contribute to us achieving our long term ambitions. Your key responsibilities will include: 

• Ensuring QA services to clients meet or exceed expectations. This will include meeting statistically significant volume targets, in addition to ensuring the application of QA services do not materially deviate from acceptable levels of delivery.
• Leading the further automation of the QA practice (i.e., the deployment of WFO tools in each geographic region).
• Managing and leading QA functions in each Service Delivery Centre.
• Designing and delivering reporting and analytical activities predicated on expressing new insights into the quality of activities associated to campaign activities.
• Operating collaboratively with compliance, operations, client services, MIS, and sales, to design and deliver a World Class QA function.
• Assessing the broader qualitative practices of systemically related functions, providing advice and support to reach higher performance levels.
• Embedding compliance standards at the core of the global QA practice. 
• Working closely with our compliance function to ensure  lead on critical compliance topics such as GDPR, ISO, and regulatorily required standards are met at all times.
• Conducting research to identify new opportunities, methods, and tools to improve our current QA practice.
• Developing a QA innovation roadmap, to ensure our global practice remains aligned to the emerging needs of our clients and our company throughout the business lifecycle.
• Identifying opportunities in each campaign to improve process quality and ultimately, improving the customer experience.
• Delivering robust and reliable QA services in each geography capable of delivering a comparable evaluation of the QA performance of each customer-facing associate.
• Providing thought leadership and internal advice & comment in relation to QA services.
• Identifying and assessing the merit of external assessment and certification of our QA function, expressed within a suitable business case, prior to seeking senior endorsement and subsequent attainment of same. 
• Coordinating activities and processes to dovetail into a closed loop of mitigatory repair when unacceptable variances in quality delivery are identified at individual, campaign, or centre level. This will include associate training, project management/process mapping, service quality audits.
• Designing, delivering, and maintaining an archive of individual and campaign quality control records for access by training, operations, HR, client services, and more.
• Establishing and enforcing quality standards for all company operations, possibly through a charter process.
• Providing sales, bid, and operational management with an estimation of QA solutions, costs, design, and metrics. Similarly, the jobholder will provide diligence services too on request.
• Leading on budget content and the subsequent adherence to same over the reporting period.
• Leading, mentoring, training, coaching, and developing QA teams and individuals in remote and local geographies to incrementally improve individual and collective performance and support individual career paths.
• Ensuring our quality practice continues to evolve to support changing business objectives and goals
• Provide global leadership in all things quality and performance management related, ensuring key stakeholder positions are understood, considered, and managed appropriately
• Promote the health of all quality and performance management programs through regular assessment, calibration, and program adjustment
• Be an advocate for the front-line agents, supervisors, and quality assurance professionals
• Ensure that all quality and performance management programs are supported by a best-in-class, standardised tool set (wherever possible) across the enterprise; one solution for one company.
• Engendering a risk-free client or internal audit on demand.

Requirements

Not everyone will have what it takes to do well in this role. To be seriously considered, we’re looking for the following:

• Significant experience of working in a multi-channel contact centre as a recognised senior leader of quality. 
• BPO experience is  essential, complimented with experience in the deployment of quality management tools, different operating models, and approaches. 
• Credibility, knowledge, and gravitas to influence senior stakeholders.
• Experience of FCA, GDPR, and comparative US legislation required.
• Experience of Quality Management process development and deployment.
• Experience in preparing for, and executing, internal and client-led quality audits.
• Experience of implementing continuous improvement methodologies, process mapping, scorecard creation, and reporting.
• Thoughtful, considered, and analytical approach with experience of interpreting multiple data sources to arrive at an evidence-led conclusion.
• An understanding of new innovations and trends within Quality Management inside, and outside, the BPO sector.
• An innovator, with a deep curiosity, and an unimpeachable integrity.
• Commercially aware with strong communication, interpersonal and presentation skills.
• Experienced in client-facing activities, presentations, escalations, and stewardship.
• self-motivated and driven to succeed with a passion for delivering first class customer service.
• Licenses and certifications with business and quality assurance preferred.