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.Please follow the link to apply for the Performance and Quality Manager role based in Hemel Hempstead. Disclaimer CCA Recruitment Group is an employment agency with a legitimate interest in providing work finding services. Please be advised that by submitting your CV to CCA Recruitment Group, directly or via any of our job advertisement platforms, and all telephone calls may be recorded for training and auditing purposes, your personal data will be held on our secure internal CRM system indefinitely. The personal data contained therein will not be shared with any third parties without your express consent. As an individual, you have the right to withdraw consent at any time. Following a period of 10 years inactivity your CV will be deleted permanently from our database. This electronic message may contain proprietary and confidential information. The information is intended to be for the use of the individual(s) or entity(ies) named above. If you are not the intended recipient or authorised to receive this e-mail for the intended recipient, you may not use, copy, disclose or distribute to anyone this message or any information contained in this message. If you have received this electronic message in error, please notify me by replying to this e-mail
Performance and Quality Manager employer: CCA Recruitment Group
Join a dynamic and innovative company as a Business Development Executive in the construction sector, based in Bournemouth. With a hybrid working model, competitive salary, and uncapped commission potential, you'll thrive in a supportive environment that values your contributions and fosters professional growth. Enjoy a strong benefits package, including generous holiday allowances and access to 24/7 GP services, while building long-term partnerships and driving meaningful change in the industry.
