Performance & Quality Lead, Contact Centre Excellence

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

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.