Performance And Quality Manager

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

Job summary

CCA Recruitment Group is seeking a Performance and Quality Manager in Hemel Hempstead to oversee quality assurance and continuous improvement within a customer operations contact centre. You will drive governance, set standards and monitor performance across the operation.

The role collaborates with Operations Managers, Team Leaders and L&D to translate insights into coaching and capability plans, ensuring data-driven decisions and regulatory alignment where applicable.

Qualifications

• Experience leading quality assurance in a customer operations contact centre.
• Ability to translate data into clear action and coaching plans.
• Proven track record of driving continuous improvement initiatives.

Responsibilities

• Provide clear performance and improvement reporting to stakeholders.
• Link quality assurance, customer feedback, complaints, performance data and improvements.
• Develop and maintain data dashboards translating complex data into clear trends and actions.
• Design and coordinate process improvements across the operation.
• Embed a culture of continuous improvement and measure impact of changes.

Skills

Performance management

Quality assurance

Data analysis

Dashboard reporting

Continuous improvement

Stakeholder reporting

Job description

Role: Performance and Quality Manager

Location: Hemel Hempstead (2 days office/3 days WFH)

Salary: Up to £52,000 DOE + benefits

Hours: 35 hours per week Mon-Fri (to business needs)

Term: Permanent

I am looking to recruit an experienced contact centre Performance and Quality Manager to join my client based in Hemel Hempstead on a permanent basis. Working closely with the Operations Managers, Team Leaders, Learning & Development and Customer Excellence/Insight team to drive the Customer Operations quality assurance, setting out clear standards, measures, governance and improvement. Responsible for monitoring operational output, driving data-informed improvements, and ensuring compliance with industry or regulatory standards.

Do you have experience as a Performance and Quality Manager leading quality assurance, continuous improvement or business performance activity in a customer operations contact centre?

Can you combine analysing and performance drivers to improve customer excellence?

Role of the Performance and Quality Manager:

• 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 data dashboards and insight that translate complex data into clear trends, risks, priorities and recommended actions
• Design, prioritise and coordinate process improvements across the operation. Embed a culture of continuous improvement.
• Implement measures of success and benefit tracking so that the impact of improvements.
• Work with Team Leaders, operational managers and L&D team to define what good looks like and translate quality insight into coaching, learning and capability plans
• Ensure data, quality activity and improvement documentation are accurate, controlled and handled in line with company requirements.