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We are looking for someone who fully embraces 'best in class' service to help manage our growing and friendly team. We pride ourselves on making a difference to our customers and to be a step above the competition in our quality, care and attention.
The role is Mon-Fri 9am-5.30pm with a 1-hour unpaid lunch-break.
Please note this is a remote role, so you must be comfortable working from home & have your own internet connection & office furniture (computer equipment will be provided by the company). Occasional travel into office/meeting location will also be required.
The responsibilities of the Quality Assistant Manager include:
Lead, motivate and support a team of Quality Analysts to achieve their full potential
Monthly 1:1s mentor, coach and inspire team members to achieve success
Set and monitor the teams work schedules to ensure tasks are completed daily, managing overtime where necessary (including the teams weekend cover)
Provide annual leave and sickness cover to the Senior Network and Quality Manager
Manage the internal Outlook inbox, prioritizing urgent tasks and managing accordingly
Act as an escalation point, to take ownership and be proactive in achieving solutions
Ensure best in class Quality is being delivered to our customers
Issuing Service Alerts internally when performance will be impacted, ensuring they are kept up to date and resolved in a timely manner
Oversee performance with our carriers, monitoring trends and picking up on discrepancies taking action if falling out of schedule.
Assisting the Senior Network and Quality Manager on managing escalations, projects, reporting and attending meetings where required
Willing to undertake any other duties in relation to the Quality team as may be reasonably required
Essential attributes:
Previous experience in Quality preferred but not essential
Genuine passion for Quality
Excellent listening, questioning and communication skills
Ability to lead and motivate staff, coaching and mentoring them to achieve their full potential
Ability to work under pressure, remaining professional and positive
Pro-active approach to problem solving and decision making
Attention to detail, checking systems and spotting discrepancies
Ability to prioritise and multi-task
Ability to handle escalations and projects without fear of challenge or change
Flexible & resilient team player. You will be expected to adopt a sleeves-rolled-up attitude
Proficient computer skills (Outlook, Word, Excel, Internet usage etc.)
In return for the right candidate, we can offer a salary of £35-40k and 25-days annual leave + Bank Holidays. You will also receive full training and support from the Senior Network & Quality Manager.
