At a Glance
- Tasks: Lead and develop the Quality & Training Team to enhance customer experience.
- Company: Join QVC Group, a Fortune 500 company redefining social shopping.
- Benefits: Enjoy competitive pay, paid time off, discounts, and parental leave.
- Other info: Dynamic work environment with opportunities for career growth.
- Why this job: Shape training programmes and make a real impact on customer service.
- Qualifications: Proven leadership in contact centres and a passion for team development.
The predicted salary is between 36000 - 60000 £ per year.
Working at QVC Group means joining a live social shopping company with incredible teams, ambitious projects and amazing careers. QVC Group, Inc. is a Fortune 500 company with six leading retail brands - QVC, HSN, Ballard Designs, Frontgate, Garnet Hill and Grandin Road.
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’ll 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.
Our Total Rewards package includes benefits you’ll love such as competitive compensation, paid time off, an employee assistance program, parental leave, paid volunteer hours, and amazing company discounts!
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.
If provided, salary ranges are a general guideline only, and actual salaries will vary and are based on factors such as a candidate's qualifications, skills, experience, and geographic location as well as business and market conditions.
We are a live social shopping company that redefines the shopping experience through video-driven commerce on every screen, from smartphones and tablets to laptops and TVs. QVC Group brings innovative products, compelling content, and unforgettable moments to millions of shoppers worldwide via social platforms, streaming apps, ecommerce sites and TV channels.
We’re an inspired and diverse team that comes together to combine shopping and entertainment for millions of highly discerning shoppers. It’s a fun, fast-paced world, and what really sets us apart is our culture and talent experience. Best of all, working with QVC Group means friendly teams, ambitious projects and fast-moving careers!
Quality & Training Team Manager - Contact Centre in Liverpool employer: QVC, Inc.
At QVC Group, we pride ourselves on being an exceptional employer, offering a vibrant work culture that fosters collaboration and innovation. Located in Knowsley, our onsite team thrives in a dynamic environment where employee growth is supported through comprehensive training programmes and leadership development opportunities. With a strong commitment to inclusion and a robust Total Rewards package, including competitive compensation and generous benefits, QVC Group is dedicated to creating a fulfilling workplace for all team members.
StudySmarter Expert Advice🤫
We think this is how you could land Quality & Training Team Manager - Contact Centre in Liverpool
✨Tip Number 1
Network like a pro! Reach out to current or former employees at QVC Group on LinkedIn. A friendly chat can give us insider info about the company culture and maybe even a referral!
✨Tip Number 2
Prepare for the interview by practising common questions related to quality and training in a contact centre. We should also think of examples that showcase our leadership skills and how we’ve improved customer experiences.
✨Tip Number 3
Show off our passion for customer service! During interviews, let’s share stories that highlight our commitment to team development and how we’ve successfully driven results in previous roles.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure our application gets noticed. Plus, we can keep an eye on any updates or new opportunities that pop up.
We think you need these skills to ace Quality & Training Team Manager - Contact Centre in Liverpool
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Quality & Training Team Manager role. Highlight your leadership experience and any relevant skills that align with the job description. We want to see how you can bring your unique flair to our team!
Showcase Your Passion:Let your enthusiasm for customer experience shine through in your application. Share examples of how you've developed teams or improved quality in previous roles. We love candidates who are genuinely excited about making a difference!
Be Clear and Concise:When writing your application, keep it straightforward and to the point. Use bullet points where possible to make it easy for us to read. We appreciate clarity and want to quickly understand what makes you a great fit for the role.
Apply Through Our Website:Don’t forget to submit your application through our official website! This ensures that we receive all your details correctly and helps us keep track of your application. We can’t wait to hear from you!
How to prepare for a job interview at QVC, Inc.
✨Know Your Stuff
Before the interview, dive deep into QVC's values and mission. Understand their customer service approach and how the Quality & Training Team fits into the bigger picture. This will help you articulate how your experience aligns with their goals.
✨Showcase Your Leadership Skills
Prepare examples that highlight your leadership experience in a contact centre environment. Think about specific situations where you led a team to success or improved training programmes. Be ready to discuss how you can inspire and develop others.
✨Be a Customer Advocate
Since this role is all about enhancing customer experience, come prepared with ideas on how to improve quality assessments and training. Share your thoughts on what makes a great customer experience and how you can contribute to QVC's strategy.
✨Ask Thoughtful Questions
At the end of the interview, have a few insightful questions ready. Inquire about the current challenges the Quality & Training Team faces or how they measure success in customer experience. This shows your genuine interest in the role and the company.
