Job Description
We have an exciting opportunity to join CC33 as a Quality Manager.
As the Quality & Compliance Manager, you will take charge of both managing the quality team and overseeing quality interactions and compliance adherence for your designated campaign or designated campaigns.
The role will be responsible for ensuring that the agreed quality requirements are met and delivered to the client in a timely manner and that all efforts are made to maintain the highest level of call/interaction quality possible.
Roles & Accountabilities:
- Monitor calls to the required volume and standards.
- Provide effective and constructive feedback on calls.
- Implement development plans where additional support is required.
- Identify high risk agents and trends, escalate issues with proposed solutions.
- Focus on achieving the quality and compliance super-KPIs.
- Positively contribute to achieving overall campaign KPIs
- Promote behaviours in line with CC33 vision and values.
- Promote adherence to company policy, addressing and documenting any non-conformance and escalating where appropriate.
- Participate in audits to ensure compliance to business practices and policies is maintained.
- Attend clients MBR and QBR meetings where required.
- Lead and develop your team to ensure high quality, motivated people are working hard to deliver best in class advice to our clients – 121’s | Coaching | Mentoring | Training.
- Complete weekly check the checker sessions for your Quality & Compliance Analysts
- Hold client and internal call calibration sessions, maintain a calibration tracker to evidence any variance.
- Provide weekly quality reporting dashboard of results to Operations and your line manager.
- Hold weekly Buzz session with Operations – Discuss high performers / middle / poor performers.
- Attend new starter training to provide an overview of quality and highlight why it is important to the business.
- Maintain a call library for Operations / Training to listen to calls.
- Upskill and train new quality analysts in line with our quality guidelines.
- Manage the campaign complaints analysis.
- Support with cancellation analysis.
Salary & Bonus:
This role has a basic salary of £25,000 per annum.
Shifts:
You will be contracted at 40 hours per week - 9am till 6pm, Monday to Friday.
Location:
You will be based at our offices located on Ecclesall Road, Sheffield (S11). Our offices are a short walk from the city-centre with excellent transport links from surrounding areas and onsite parking.
What are we looking for?
- High attention to detail
- Clear communicator, both written and verbal
- Able to build and maintain good relationships
- Ability to meet deadlines under pressure
- Flexible, enthusiastic and committed
- Can prioritise workload effectively
- Call centre quality & compliance experience
- Excellent verbal communication skills at all levels
- Experience of working in a complex, changing, fast paced environment
- Experience of coaching others
- Energy Industry Experience
- Why choose CC33?
- Free gym & swim package (Available at select venues around Sheffield)
- Discounted Sky TV package
- Free Mobile SIM contract
- Free Breakfast club
- Access to an employee assistance programme
- Company events
- Lively & vibrant atmosphere
CC33 People Promises
Our People Promises are the foundation of all our interactions with colleagues, customers, and clients.
- What we achieve together, is what we are most proud of.
- We trust each other, and we own it.
- Thank yous are easy when we support each other.
- We listen and always do the right thing.
- We are always clear why.
Our learning and growth comes from working better together as a supportive team, enhanced by our diverse backgrounds and perspectives. Our diversity helps deliver the best possible outcomes for our people, our clients, and our business. We are committed to diverse representation at all levels of our organisation.
Job Types: Full-time, Permanent
Salary: £25,000.00 per year
Benefits:
- Casual dress
- Company events
- Discounted or free food
- Gym membership
- Health & wellbeing programme
- On-site parking
- Referral programme
- Transport links
Schedule:
- Day shift
- Monday to Friday
- No weekends
Experience:
- Quality & Compliance Management: 2 years (required)
Work Location: In person
Reference ID: QMCC33