Performance & Quality Lead
| Posting date: | 09 April 2024 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | £28,000 |
| Hours: | Full time |
| Closing date: | 09 May 2024 |
| Location: | Rotherham, S60 2XR |
| Company: | Leger Shearings Group |
| Job type: | Permanent |
| Job reference: | 52 |
Summary
Job Advert
Job Brief:
Established for 40+ years, the Leger Shearings Group is the UK's largest escorted coach tour operator, offering self-drive breaks,
holidays to the UK and Europe, specialist Battlefield Tours, and educational experiences across four different brands.
How would you like to work for a company which specialises in making people’s holiday dreams come true?
A fantastic opportunity has arisen within the Leger Shearings Group for an enthusiastic, ambitious and passionate Performance &
Quality Lead to join the Contact Centre team at our Head Office in Rotherham.
Our business is focused on delivering growth and after a record-breaking success in 2023, and with holidays firmly back on
people’s minds, its an exciting time to join the Leger Shearings Group.
Our days are spent turning people’s holiday dreams into a reality – from the first time they contact our sales team, to the
fantastic experience on tour and the memories and friends they make along the way. We’re looking for an enthusiastic, driven
individual to join out Performance and Quality team and be part of that journey.
What will the role entail?
As the Performance & Quality Lead, your role will cover overseeing the overall quality of customer interactions and the
performance of our call centre agents. You will be responsible for managing the team responsible for monitoring agent performance
through call monitoring and evaluation and providing constructive feedback and coaching to drive continuous improvement.
Additionally, you will analyse data and metrics to identify trends, root causes of issues, and areas for improvement, ensuring
documentation and records meet quality and regulatory requirements.
Key Responsibilities and accountabilities:
· Ability to lead, motivate, and inspire a small team of quality analysts to consistently provide insight to drive quality,
compliance and performance improvements across the service and sales departments within the contact centre
· Proficient in analysing data and metrics related to call centre performance, such as call volumes, response times, customer
satisfaction, and quality assurance scores.
· Thorough understanding of call quality measures in both a sales and service environment.
· Ability to plan and prepare monitoring activities according to the requirements of own role.
· Strong problem-solving skills to address customer complaints, resolve escalated issues, and identify root causes of
performance gaps within the call centre operations.
· A customer-centric mindset with a deep understanding of customer needs and expectations, and a commitment to delivering
excellent customer experiences.
· Ability to collaborate effectively with operational teams in the call centre – specifically with our department managers and
team leads.
· Ability to work with other teams within in the contact centre and wider business, such as forecasting and scheduling, IT, and
training, to drive overall performance
· Determine whether assessment processes and systems meet and operate according to quality requirements.
· To track Learner progress and check that assessments are planned, prepared for and carried out according to agreed
procedures.
· To chair and minute standardisation and qualification specific assessor meetings as appropriate.
· Follow agreed procedures for the recording, storing and reporting and confidentiality of information.
· Call monitoring framework - working with department managers and team leads
· Maintaining a centralised coaching log which can be used to log agent developments, progress and support provided.
Requirements:
· Experience of working within a similar role in a contact centre environment
· Experience of leading and developing a team of QAs to achieve quality standards
· Experience of achieving KPI’s within agreed SLA’s
· Ability to work well under pressure
· Ability to effectively prioritise, plan and organise workload
· Ability to analyse data
· Strong attention to detail
· Strong stakeholder management skills
· Outstanding communication skills
Job Brief:
Established for 40+ years, the Leger Shearings Group is the UK's largest escorted coach tour operator, offering self-drive breaks,
holidays to the UK and Europe, specialist Battlefield Tours, and educational experiences across four different brands.
How would you like to work for a company which specialises in making people’s holiday dreams come true?
A fantastic opportunity has arisen within the Leger Shearings Group for an enthusiastic, ambitious and passionate Performance &
Quality Lead to join the Contact Centre team at our Head Office in Rotherham.
Our business is focused on delivering growth and after a record-breaking success in 2023, and with holidays firmly back on
people’s minds, its an exciting time to join the Leger Shearings Group.
Our days are spent turning people’s holiday dreams into a reality – from the first time they contact our sales team, to the
fantastic experience on tour and the memories and friends they make along the way. We’re looking for an enthusiastic, driven
individual to join out Performance and Quality team and be part of that journey.
What will the role entail?
As the Performance & Quality Lead, your role will cover overseeing the overall quality of customer interactions and the
performance of our call centre agents. You will be responsible for managing the team responsible for monitoring agent performance
through call monitoring and evaluation and providing constructive feedback and coaching to drive continuous improvement.
Additionally, you will analyse data and metrics to identify trends, root causes of issues, and areas for improvement, ensuring
documentation and records meet quality and regulatory requirements.
Key Responsibilities and accountabilities:
· Ability to lead, motivate, and inspire a small team of quality analysts to consistently provide insight to drive quality,
compliance and performance improvements across the service and sales departments within the contact centre
· Proficient in analysing data and metrics related to call centre performance, such as call volumes, response times, customer
satisfaction, and quality assurance scores.
· Thorough understanding of call quality measures in both a sales and service environment.
· Ability to plan and prepare monitoring activities according to the requirements of own role.
· Strong problem-solving skills to address customer complaints, resolve escalated issues, and identify root causes of
performance gaps within the call centre operations.
· A customer-centric mindset with a deep understanding of customer needs and expectations, and a commitment to delivering
excellent customer experiences.
· Ability to collaborate effectively with operational teams in the call centre – specifically with our department managers and
team leads.
· Ability to work with other teams within in the contact centre and wider business, such as forecasting and scheduling, IT, and
training, to drive overall performance
· Determine whether assessment processes and systems meet and operate according to quality requirements.
· To track Learner progress and check that assessments are planned, prepared for and carried out according to agreed
procedures.
· To chair and minute standardisation and qualification specific assessor meetings as appropriate.
· Follow agreed procedures for the recording, storing and reporting and confidentiality of information.
· Call monitoring framework - working with department managers and team leads
· Maintaining a centralised coaching log which can be used to log agent developments, progress and support provided.
Requirements:
· Experience of working within a similar role in a contact centre environment
· Experience of leading and developing a team of QAs to achieve quality standards
· Experience of achieving KPI’s within agreed SLA’s
· Ability to work well under pressure
· Ability to effectively prioritise, plan and organise workload
· Ability to analyse data
· Strong attention to detail
· Strong stakeholder management skills
· Outstanding communication skills
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.