Call Quality & Performance Lead

McQueens Dairies; Glasgow; On-site; GBP 29,000; Full time

Job summary

A leading dairy company in Glasgow is seeking a Call Quality Manager to design and implement a monitoring system. The role involves supporting call centre agents and delivering outstanding customer experiences. Ideal candidates should have experience in call quality or customer service management. This full-time, permanent position offers an hourly rate of £13.85 and opportunities for advancement.

Benefits

On the job training

Opportunities for advancement

Immediate start available

Qualifications

• Experience in call quality or customer service management role.
• Passion for delivering outstanding customer experiences.
• Ability to build and lead processes from scratch.

Responsibilities

• Design and implement a call monitoring system.
• Support and coach call centre agents.
• Provide feedback for continuous improvement.

Skills

Call quality management

Customer service experience

Strong communication skills

Coaching skills

Innovative mindset

Job description

What you’ll be doing:

• Designing and implementing a best‑in‑class call monitoring system to drive consistency, quality, and customer satisfaction.
• Working closely with the call centre team to ensure all agents are supported, coached, and aligned with company objectives.
• Reinforcing our key values of customer growth, operational excellence, people development, and future sustainability.
• Providing feedback, insights, and recommendations that will help us continuously improve service delivery.
• Acting as a trusted partner to the call centre leadership, helping raise performance and customer experience standards across the board.

What we’re looking for:

• Experience in call quality, customer service management, or a similar role.
• A passion for delivering outstanding customer experiences.
• The ability to build and lead processes from scratch.
• Strong communication and coaching skills to support and develop our call centre agents.
• A proactive and innovative mindset, always looking for new ways to improve.

This is an exciting opportunity for the right person to make their mark, build something new, and directly impact how we deliver service to our customers every day.

The Job:

• Full‑Time - Permanent position
• Hourly Rate - £13.85 per hour
• Working days: Monday to Friday – 8.00am till 4.30pm or 8.30am till 5pm
• Location – Glasgow
• On the job training provided
• Great opportunities for advancement
• Immediate start available

Apply Method:

Please apply with your CV below and we will be back in touch with a call to schedule an interview.