At a Glance
- Tasks: Lead quality management and customer feedback initiatives in a dynamic CX consultancy.
- Company: Join an innovative tech consultancy transforming customer engagement with AI solutions.
- Benefits: Remote work, competitive salary, and opportunities for professional growth.
- Other info: Work in a collaborative environment with significant career advancement potential.
- Why this job: Shape the future of customer experience in a fast-paced, impactful role.
- Qualifications: Experience in contact centre transformation and strong leadership skills required.
The predicted salary is between 60000 - 80000 € per year.
Peaple Talent is partnering with an innovative and rapidly growing CX technology consultancy that is transforming customer engagement through next-generation contact centre and AI-powered solutions. This is an exciting opportunity to join a business delivering large-scale enterprise and government transformation programmes, where you’ll play a pivotal role in shaping Quality Management and Voice of the Customer capabilities within a major NICE CXone deployment.
We’re looking for an experienced QM & FM Senior Lead who thrives in complex transformation environments and is passionate about delivering customer-centric solutions, leading strategic workstreams, and driving operational excellence across large-scale contact centre environments.
- Proven experience delivering large-scale contact centre or CX transformation programmes
- Extensive hands-on experience with NICE CXone Quality Management and Feedback Management capabilities
- Strong understanding of quality assurance, coaching frameworks, and Voice of the Customer strategies within enterprise contact centre environments
- Experience leading end-to-end delivery across discovery, design, build, testing, deployment, and optimisation phases
- Strong vendor management experience, ideally working closely with NICE and other CX technology providers
- Excellent communication skills, with the ability to articulate complex technical and operational concepts to executive and non-technical audiences
- Experience managing risks, governance, assurance activities, and delivery dependencies within regulated or enterprise environments
- Demonstrated ability to lead multiple delivery workstreams in parallel while maintaining quality and programme alignment
- Experience supporting large-scale environments with significant operational scale (10,000+ seats)
- Certifications or accreditations in CX, programme delivery, Agile, ITIL, or related disciplines
Quality Management & Voice of Customer Lead in England employer: Peaple Talent
Join a forward-thinking CX technology consultancy that prioritises innovation and employee development, offering a dynamic remote work environment in the UK. With a strong focus on customer-centric solutions and operational excellence, employees benefit from extensive growth opportunities, collaborative work culture, and the chance to lead transformative projects that shape the future of customer engagement. This role not only allows you to leverage your expertise in Quality Management and Voice of the Customer but also positions you at the forefront of cutting-edge technology in a supportive and empowering setting.
StudySmarter Expert Advice🤫
We think this is how you could land Quality Management & Voice of Customer Lead in England
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, especially those who work with NICE CXone or in quality management. A friendly chat can open doors and give you insights that job descriptions just can't.
✨Tip Number 2
Showcase your experience! When you get the chance to speak with potential employers, highlight your hands-on experience with quality assurance and customer feedback strategies. Make it clear how you've driven operational excellence in past roles.
✨Tip Number 3
Prepare for interviews by diving deep into the company’s projects and values. Tailor your responses to show how your skills align with their mission of transforming customer engagement. We want to see that passion for customer-centric solutions!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take that extra step to connect with us directly.
We think you need these skills to ace Quality Management & Voice of Customer Lead in England
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the job description. Highlight your experience with NICE CXone and any relevant quality management roles you've held. We want to see how your background aligns with our needs!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer-centric solutions and how you’ve led successful transformation programmes in the past. Keep it engaging and relevant!
Showcase Your Communication Skills:Since this role involves articulating complex concepts, make sure your application reflects your communication prowess. Use clear language and structure your thoughts logically. We love clarity!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any updates. Plus, it’s super easy!
How to prepare for a job interview at Peaple Talent
✨Know Your Stuff
Make sure you’re well-versed in NICE CXone and its Quality Management capabilities. Brush up on your knowledge of customer experience transformation programmes, as you'll need to demonstrate your expertise in leading these initiatives during the interview.
✨Showcase Your Experience
Prepare specific examples from your past roles where you've successfully managed large-scale contact centre environments. Highlight your experience with vendor management and how you've collaborated with technology providers to drive operational excellence.
✨Communicate Clearly
Practice articulating complex concepts in a straightforward manner. You’ll likely be asked to explain technical details to non-technical audiences, so being able to simplify your language will be key to making a good impression.
✨Demonstrate Leadership Skills
Be ready to discuss how you've led multiple workstreams simultaneously. Share examples that showcase your ability to manage risks and ensure quality across various phases of project delivery, especially in regulated environments.
