Quality Control Manager

Thomas Cook; City Of London; On-site; GBP 38,000 - 45,000; Full time

Job summary

A leading travel company in London is seeking a Quality Control Manager to oversee call quality and improve processes. The ideal candidate will have proven experience in the travel industry, strong leadership abilities, and excellent attention to detail. You will collaborate with various teams and need to work under pressure while meeting tight deadlines.

Benefits

Benefits package

Qualifications

• Proven experience in the travel industry.
• Ability to oversee multiple deadlines.
• Experience in a contact centre is highly desirable.

Responsibilities

• Monitor the quality of calls and recommend improvements.
• Ensure supplier issues are dealt with in a timely manner.
• Motivate and assist the quality control team to meet monthly goals.

Skills

Leadership

Time Management

Attention to Detail

Communication

Process Improvement

Job description

Overview

Quality Manager | QMS | Compliance Manager | Process Improvement | Business Improvement | Performance Management | Quality Management

Job title: Quality Control Manager

Location: London, SW1X

Salary: Circa £45,000 + Benefits

Contract: Permanent, Full time

Overview

Customer Management Resourcing (CMR) is a boutique recruitment consultancy that specialise in mid & executive level roles within ‘Customer Management’. This includes all management or analytical roles surrounding Contact Centres, Customer Experience & A.I.

Our client based in London are currently recruiting for a Quality Control Manager on a permanent basis. You will be responsible for monitoring the quality of calls and recommending any improvements. Experience working in a contact centre within the travel industry is highly desirable.

Key Accountabilities

• Ensure supplier issues are dealt with by the team in a timely manner
• Monitor any trends in supplier issues, address where necessary and feedback to the business
• Communicate quality and issue feedback to other teams and liaise with them on how delivery can be improved
• Motivate and assist the Quality control team to achieve their monthly goals and ensure they are on track with their KPI’s
• Collaborate with the team to make sure they complete appropriate supplier visits and inspections
• Organise and carry out supplier inspections
• Share feedback and findings from inspections with the wider business

Experience Required

The successful candidate will be a respectful leader who has the ability to oversee multiple deadlines. You will need to work effectively in a busy and demanding area of the business to ensure products and results are delivered on time. An ability to communicate effectively at all levels and capability of working with multiple departments. Ability to identify areas of improvement in department process and to drive change where necessary.

The role requires excellent attention to detail, strong time management skills and an ability to manage a variety of projects. You will need to have experience working to tight deadlines and an ability to work under pressure. You will have proven experience in the travel industry and a strong knowledge of EU destinations.

If you feel your experience matches the above description, please apply for immediate consideration.