Quality Control Manager

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

Job description

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 is 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:

1. Ensure supplier issues are dealt with by the team in a timely manner.
2. Monitor any trends in supplier issues, address where necessary, and feedback to the business.
3. Communicate quality and issue feedback to other teams and liaise with them on how delivery can be improved.
4. Motivate and assist the Quality Control team to achieve their monthly goals and ensure they are on track with their KPIs.
5. Collaborate with the team to ensure they complete appropriate supplier visits and inspections.
6. Organise and carry out supplier inspections.
7. 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 is essential. You should be able to identify areas of improvement in departmental processes and 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 the ability to work under pressure. Proven experience in the travel industry and a strong knowledge of EU destinations is required.

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