At a Glance
- Tasks: Lead and develop the Quality & Training Team to enhance customer experience.
- Company: Join QVC UK, a leader in customer service excellence.
- Benefits: Competitive salary, inclusive culture, and opportunities for professional growth.
- Other info: Onsite role at our vibrant Knowsley location with a focus on inclusivity.
- Why this job: Shape training programmes and make a real impact on customer satisfaction.
- Qualifications: Proven leadership in contact centres and a passion for team development.
The predicted salary is between 40000 - 50000 £ per year.
Your Opportunity, Your Team
The Contact Centre Quality & Training Manager supports our customer service and experience function for QVC UK. In this role, you will lead and develop the UK Customer Experience 'Quality & Training' Team, setting direction and being accountable for daily management and achievement of goals and KPIs. You will create a great place to work and deliver an outstanding customer experience, playing a key role in shaping our quality and training programmes.
Where You'll Work
This role is onsite and will require you to work from our Knowsley site daily.
What You'll Do
- You will lead, coach, and develop the Quality & Training Team, ensuring alignment with QVC's Leadership Competency Model.
- You will guide the delivery of quality assessments and audits, advancing our customer experience strategy.
- You will identify and fulfil training needs for new and existing team members, supporting recruitment and onboarding.
- Design and deliver the UK Customer Service & Experience Team Leader functional development programme in partnership with Operations.
- You will act as a customer advocate, building strong relationships across the business.
- Contribute actively to the UK Senior Contact Centre Team Leadership group, promoting engagement and high performance.
What You'll Bring
- Proven leadership experience, ideally within a contact centre environment.
- Strong PC skills, including Excel and PowerPoint.
- A people-first approach, with a passion for customer experience and team development.
- Ability to build relationships, drive results, and support business goals.
- Experience in Quality and Training leadership, formal L&D qualifications/accreditations, and Team Member NPS integration.
Disability Confident Scheme
QVC UK is a Disability Confident Leader, level 3 accredited employer and operates a Disability Confident Scheme ("DCS"). For any UK based roles, if you’d like to be considered under this scheme, please indicate this on the application form.
Equal Employment Opportunity
QVC Group is committed to inclusion and belonging for all and ensuring that our workplace provides equal employment opportunities for all team members and candidates and complies with all applicable federal, state, and local laws and regulations. As an equal opportunity employer, QVC Group is committed to a barrier-free employment process. If you need reasonable accommodations/support throughout, please contact us at workwithus@qvcgrp.com for assistance.
Quality & Training Team Manager - Contact Centre in Knowsley employer: QVC, Inc.
At QVC UK, we pride ourselves on being an exceptional employer, fostering a vibrant work culture at our Knowsley site where collaboration and innovation thrive. Our commitment to employee growth is evident through tailored training programmes and leadership development opportunities, ensuring that every team member can excel in their role while contributing to an outstanding customer experience. Join us to be part of a supportive environment that values diversity and champions a people-first approach, making a meaningful impact in the contact centre industry.
StudySmarter Expert Advice🤫
We think this is how you could land Quality & Training Team Manager - Contact Centre in Knowsley
✨Tip Number 1
Network like a pro! Reach out to current or former employees at QVC UK on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by practising common questions related to leadership and customer experience. We recommend using the STAR method to structure your answers – it helps you showcase your skills effectively!
✨Tip Number 3
Showcase your passion for team development and customer experience during interviews. Share specific examples of how you've led teams or improved customer satisfaction in previous roles – this will make you stand out!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining the QVC family.
We think you need these skills to ace Quality & Training Team Manager - Contact Centre in Knowsley
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the Quality & Training Manager role. Highlight your leadership experience and any relevant training or quality assurance roles you've held. We want to see how you can contribute to our customer experience strategy!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer experience and team development. Share specific examples of how you've led teams or improved processes in previous roles. We love a good story!
Show Off Your Skills:Don’t forget to mention your PC skills, especially with Excel and PowerPoint. If you have any formal L&D qualifications or experience with Team Member NPS integration, make sure to include those too. We’re looking for someone who can hit the ground running!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen on joining the QVC family!
How to prepare for a job interview at QVC, Inc.
✨Know Your Stuff
Before the interview, make sure you understand QVC's customer experience strategy and how the Quality & Training Team fits into it. Familiarise yourself with their Leadership Competency Model and think about how your experience aligns with their goals.
✨Showcase Your Leadership Skills
Be ready to discuss your leadership style and provide examples of how you've successfully led teams in a contact centre environment. Highlight any specific achievements related to team development and quality assessments that demonstrate your ability to drive results.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving skills and ability to handle challenging situations. Think of scenarios where you've improved customer experience or resolved conflicts within your team, and be prepared to share these stories.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready. Inquire about the current challenges the Quality & Training Team faces or how success is measured in this role. This shows your genuine interest in the position and helps you gauge if it's the right fit for you.
