Quality Assurance Manager

Description & Requirements Be part of something great Maximus is a global organisation that specialises in providing health and employment services to millions of people every year. Here in the UK we employ around 5,000 people across the country to deliver services that have a profound impact on people's lives. From assessments and health services to employability programmes and specialist support, we do work that matters with people who care. Define, lead, and continually improve the quality assurance strategy within the contact centre. You will define the routines while leading and managing a team of quality assurance specialists to ensure we are driving the standards of our customer service approach while maintaining our mandatory checks. You will work with the operation to embed any new processes and equip our leaders with the knowledge, tools and competences to coach and develop our agents. Ideally looking for someone who is based within a commutable distance of either Leeds, Leicester or Nantgarw (Cardiff) which is where our contracts are based.

• Create, develop, and implement our quality assurance strategy
• Coach and lead a team of quality analysts
• Create insight and M.I. for feedback and continuous improvement activity
• Calibrate and coach leaders to align to quality standards
• Attend client updates when required

Key Business Priorities Internal

• Head of support services
• Operations Manager
• Learning and Development Manager
• Quality Specialists

External

• Client '

Qualifications & Experience Essential

• Experience of defining and implementing a quality strategy within a contact centre.
• Ability to lead a team and drive performance.
• Creating quality frameworks
• Establishing quality calibration processes & follow up.

Desirable

• Leading teams remotely
• Previous experience in training
• Continuous improvement qualification

Travel Requirements

• Minimal travel required to all Connect Sites.

Individual Competencies Essential

• Strong communication.
• Able to present to a variety of stakeholders.
• Ability to tackle complex demands with a proactive approach.

Desirable

• Proficient in Microsoft office

EEO Statement Maximus is committed to developing, maintaining and supporting a culture of diversity, equity and inclusion throughout the recruitment process. We know that feeling included has a dramatic impact on personal well-being and are working to ensure that no job applicant receives less favourable treatment due to any personal characteristic. Advertisements for posts will include sufficiently clear and accurate information to enable potential applicants to assess their own suitability for the post. We are a Disability Confident Leader, thanks to our commitment to the recruitment, retention and career development of people with disabilities and long-term conditions. The Disability Confident scheme includes a guaranteed interview for any applicant with a disability who meets the minimum requirements for a job. When you complete your job application you will find a question asking you if you would like to apply under the Disability Confident Guaranteed Interview Scheme. If you feel that you have a disability and apply under this scheme, providing that you meet the essential criteria for the job, you will then be invited for an interview. YourGuaranteed Interview application will only be shared with the hiring manager and the local resourcing team. Where reasonable, Maximus will review and consider adjustments for those applicants who express a requirement for them during the recruitment process.