CX Performance & Quality Lead — Hybrid

CCA Recruitment Group; Hemel Hempstead; Hybrid; GBP 31,000 - 52,000; Full time

Job summary

CCA Recruitment Group is seeking a Customer Experience Performance Manager in Hemel Hempstead, with a 2 days in-office/3 days WFH hybrid setup. The role offers a permanent contract, 35 hours per week, Mon-Fri, and a salary up to £52,000 DOE plus benefits.

You will collaborate with Operations, Learning & Development and the Customer Excellence team to raise quality standards and drive data-informed improvements.

Qualifications

• Experience leading quality assurance in a customer contact centre.
• Proven track record in continuous improvement and performance management.

Responsibilities

• Provide clear performance and improvement reporting to stakeholders.
• Be the link between quality assurance, customer feedback, complaints, operational performance, workforce, process and system data, creating one coherent view of performance and improvement.
• Develop and maintain dashboards and insights translating data into trends, risks and actions.
• Design, prioritise and coordinate process improvements across the operation.
• Implement measures of success and benefit tracking.

Skills

Data dashboards

Quality assurance

Continuous improvement

Stakeholder reporting

Process optimization

Coaching & development

Tools

CRM systems

Job description

CCA Recruitment Group is seeking a Customer Experience Performance Manager in Hemel Hempstead, with a 2 days in-office/3 days WFH hybrid setup. The role offers a permanent contract, 35 hours per week, Mon-Fri, and a salary up to £52,000 DOE plus benefits.

You will collaborate with Operations, Learning & Development and the Customer Excellence team to raise quality standards and drive data-informed improvements.