Call Centre Quality Manager

Call Centre Quality Manager Salary Competitive Salary Plus Benefits Location Worksop Contract Type Permanent Contracted Hours 39 The Vacancy

We are looking for an enthusiastic team member to join our Customer Care team as a Call Centre Quality Manager based at our Support Centre in Worksop or our London office weekly depending on which is closer; and working remotely.

As our Call Centre Quality Manager you’ll be responsible for managing quality across an outsourced contact centre service team, including; quality calibration sessions, auditing the Quality Team and providing feedback. Providing upskilling on process change, ensuring customer interactions are aligned with wilko brand principles, processes, social media, email, voice, chat quality structures and regulatory standards.

Taking huge pride in what you do, your role will involve will work closely with the internal wilko teams best in customer service is provided from initial onboarding to supporting the development journey of team members and outsourced services with all things relating to wilko brand and quality, raising the capability of our team and function. Along with:

• Performance Management of quality KPIs and metrics for the business.
• Ensure that outsourcing leadership and quality teams have a full understanding of the quality scoring guidelines through weekly calibration sessions.
• Monitoring and assessing the quality of customer conversations against a set of criteria across all inbound and outbound contact centre channels
• Design, develop, build, and deliver a contact centre and customer quality framework against which the contact centre business will be managed and measured
• Delivery of quality management and upskilling on projects and new business implementation
• Identifying and monitoring training needs at individual and department level and produce effective solutions across multiple contact channels.
• Creating and maintaining inhouse training and methods of work records to ensure compliance with mandatory training

For this role you'll be an experienced contact centre quality manager with a background in delivering innovative quality processes, solutions and training methods and managing frameworks. A background in working within Quality Management in multi-channel Contact Centres would be advantageous.

We know it’s not just about the role but how we can reward you too, so with this role comes a competitive salary, a brilliant rewards scheme, 33 days holiday entitlement (inc Bank Holidays) rising to 38 days after 5 years’ service, a great pension scheme, an exceptional array of apprenticeships, wilko PERKS flexible benefits (such as great discounts on shopping, days out, holidays, health and fitness and money-saving schemes to cut the costs of childcare), holiday homes and most importantly 20% team member and family discount in store and online.

The Company

We're a family-owned business with honest and fair family values at our heart.

For ninety years, we've been giving our customers all the stuff they need to brighten up their homes and neaten up their gardens. And, when it comes to our people, we believe in offering the same support, for the things that matter to them too.

So, take a closer look. Discover the history, values, and commitments that make us who we are - and that you'll become part of if you join us.

Rewards & Benefits

Be better every day

We have a fantastic incentive plan at wilko: Be Better Every Day Bonus – BBED Bonus. This is our annual cash bonus plan which is open to everyone at wilko.

Holidays

Depending on your band and length of service, your holiday package will range from 28 days – 38 days, including bank holidays. There is also the option (band and business area dependant) to purchase up to an additional 10 days holiday. Speaking of holidays, we also own a range of holiday homes across the country so if you fancy a weekend away, we could get you a great deal.

Pension scheme

To help save for your future we offer a competitive pension scheme for you to join. Contributions vary depending on your band; giving you the opportunity to save into a first class pension scheme.

Wilko team member discount

This is our most loved benefit. To help your hard-earned cash go further, you’ll enjoy a 20% discount in store and online. Even better, we offer a second discount card too (terms and conditions apply).

Employee benefits trust

Founded by Tony Wilkinson in the 1980’s, this was set up to help our team members, as and when they need it. The Trust can support you in a number
of ways:

• Holiday accommodation
• Educational benefits
• Financial support

Wilko PERKS

This is an online portal where you can access amazing offers and discounts. From great discounts on shopping, days out, holidays and health and fitness, there’s lots to explore.

Loyalty awards

We believe your loyalty deserves rewarding. So, once you complete 10 years continuous service, you’ll receive a wilko gift card as a thank you for your contribution. We’ll mark your next milestone in service every 10 years after that.

Wellbeing

Our free and confidential advice and assistance programme can help support you in a wide range of ways. From advice about how to balance the demands of work and life, to financial and legal information, a wide range of experts are available 24/7.