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For Companies At a Glance
- Tasks: Lead operational quality strategies and ensure client KPI targets are exceeded.
- Company: Join Sigma, a top-rated workplace focused on improving everything for our people and clients.
- Benefits: Flexible work options, competitive salary, and a supportive team culture.
- Why this job: Be part of a recognized family that values collaboration and innovation in customer service.
- Qualifications: 5+ years in FCA regulated environments with proven leadership in operational quality.
- Other info: Simple recruitment process; just send your CV and we’ll reach out!
The predicted salary is between 43200 - 72000 £ per year.
What being part of the Sigma Family means for you
Head of Operational Quality
Sigma Connected are looking for a subject matter expert in the operational delivery of FCA regulated Quality Assurance KPI’s in large scale Outsourced Contact Centre environments. To work collaboratively with internal and external client stakeholders from SLT level to Operational managers. This role involves educating, sharing best practice, process and control design, and taking a lead to develop and drive action plans that deliver results.
The Opportunity:
Job title: Head of Operational Quality
Core hours: Monday to Friday 9am-6pm
Where you work: This Role is Flexible – Can be UK Based with Requirement to travel to Cape Town or alternatively permanently based in Cape Town.
Your salary: Competitive (to be discussed on application)
Who are the Sigma Family?
At Sigma, we stand out and have now been acknowledged 2 years in a row by the Sunday Times as one of the Best Places to Work – voted by our people.
Our core mission is to #ImproveEverythingAlways, with a strong focus on our people. That’s why we are seeking exceptional individuals to join us and represent our clients, delivering top-tier customer service across various industries.
A bit more about the Opportunity…
What Your Day-to-Day will Look Like:
You will utilise your subject matter expertise to develop best in class operational strategies that ensure client Quality Assurance targets are consistently exceeded within our Cape Town operations.
You will work with both internal and external client stakeholders. During these interactions, you will demonstrate deep knowledge of complex regulatory Quality Assurance requirements, and the operational activities and controls required to deliver best in class KPI performance.
You will provide assurance, build client confidence, and add value through solutions focused management of any risks and process changes, using your expertise in delivering complex quality outcomes to influence the development and rollout of appropriate operational controls that ensure our clients’ Quality Scorecard targets are met or exceeded.
You will identify solutions to operational performance challenges and can lead implementation, gaining client confidence in our ability to overcome any hurdles e.g. delivering best in class speed to competency following significant changes to Quality and Compliance scoring frameworks.
You will take the lead to develop action and recovery plans working with internal stakeholders. You will also track performance and action completion, producing internal and externally facing reporting on delivery.
What amazing People will bring to the role
You will…
You have 5+ years’ experience as a senior operational leader within an FCA regulated environment and have a track record of successfully creating and implementing operational strategies and controls that deliver QA results. You are a compelling and authentic leader, with a collaborative working style and ability to create a positive, solutions focused operational atmosphere.
You embrace opportunities and challenges and turn them into successes. You have deep experience delivering complex and evolving operational quality targets within an FCA regulated environment and demonstrate this expertise with clients building confidence and trust. You are proactive and take on the opportunity to be at the forefront of developing client relationships and our long-term strategy for operational delivery. You have a demonstrable track record of delivering improvements in operational KPI performance for Customer Outcome measures, Consumer Duty Measures, Quality and Compliance Scorecard measures.
You have experience during your career history in a first line assurance role (e.g. Quality Assurance, first line controls, conduct risk management or similar). You have subject matter expertise delivering operational quality performance in FCA regulated consumer credit businesses and ideally also have a broader awareness of vulnerable customer management and consumer duty obligations across debt collections activity or insurance.
Simple and Straight Forward Recruitment.
We don’t see the value in making candidates jump through hoops. Once you’ve sent us your CV, if we think we have a suitable position for you, we’ll contact you for a short telephone conversation which may then lead to a formal interview.
If you like the sound of being part of the Sigma Family then don’t wait and Apply!!
#J-18808-Ljbffr
Head of Operational Quality employer: Sigma Connected
Contact Detail:
Sigma Connected Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Operational Quality
✨Tip Number 1
Familiarize yourself with FCA regulations and Quality Assurance KPI’s specific to contact centers. This knowledge will not only help you in interviews but also demonstrate your expertise in the field.
✨Tip Number 2
Network with professionals in the operational quality space, especially those who have experience in FCA regulated environments. Engaging with them can provide insights and potentially lead to referrals.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully implemented operational strategies that improved QA results. Highlighting your past achievements will showcase your capability for this role.
✨Tip Number 4
Research Sigma Connected and their approach to operational quality. Understanding their mission and values will allow you to align your responses during interviews and show that you're a great fit for the Sigma Family.
We think you need these skills to ace Head of Operational Quality
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the Head of Operational Quality position. Familiarize yourself with FCA regulations and Quality Assurance KPI’s to demonstrate your expertise.
Tailor Your CV: Customize your CV to highlight your relevant experience in operational leadership within FCA regulated environments. Emphasize your track record of implementing successful operational strategies and achieving quality results.
Craft a Compelling Cover Letter: Write a cover letter that showcases your leadership style and collaborative approach. Use specific examples from your past experiences to illustrate how you have successfully managed quality assurance and built client confidence.
Highlight Your Achievements: In both your CV and cover letter, focus on quantifiable achievements related to operational performance improvements. Mention any specific KPIs you have influenced and how you overcame challenges in previous roles.
How to prepare for a job interview at Sigma Connected
✨Showcase Your Expertise
Be prepared to discuss your extensive experience in FCA regulated environments. Highlight specific examples where you've successfully implemented operational strategies and controls that led to improved Quality Assurance results.
✨Demonstrate Collaborative Skills
Since the role involves working with various stakeholders, emphasize your ability to collaborate effectively. Share instances where you’ve worked with senior leadership and operational managers to drive quality improvements.
✨Prepare for Regulatory Discussions
Brush up on your knowledge of complex regulatory Quality Assurance requirements. Be ready to explain how you have navigated these regulations in past roles and how you can apply this knowledge to Sigma's operations.
✨Focus on Solutions and Results
During the interview, focus on your problem-solving skills. Discuss how you've identified operational performance challenges and led successful implementations of action plans that resulted in exceeding KPI targets.
