10 Mar 2018
10 Apr 2018
Contract Type
Full Time


Location: Coventry


The BAM is responsible for reviewing all Contact Centre activities to ensure that we are meeting the quality and service level expectations of the client.

Business Assurance is part of the Digital Customer Experience team and ensures the contact centre operation delivers the quality and consistency of service expected by customers and clients. Whilst also identifying trends and opportunities for service improvement.

* Responsible for the management of the quality assurance, process improvement, complaints management and escalated enquiries.
* Work closely with senior members of the management team and the clients to define the quality requirements, ensuring these are communicated internally.
* Develop and manage effective working relationships with key stakeholders including senior management, clients and third-party partners.
* Ensure all processes are being quality monitored and that a continuous improvement process is applied to quality management with the aim to minimise errors and re-work. Develop and deliver reports that identify quality trends and issues and implement action plans to positively influence quality performance. Ensure the operation is compliant with all contractual quality requirements.
* Ensure internal customers and clients receive regular quality management reporting which contains trends analysis and commentary.
* Ensure that call monitoring software is utilised across the contact centre and ensure reporting is used to its full potential in supporting the operation in delivering high-quality services.
* Review, assess and provide feedback on all customer interaction to ensure a quality customer service
* Manage and monitor complaints providing input to the analysis of customer complaints ensuring that trends are identified and operational improvements agreed that reduce the volume of complaints.
* Work closely with the Customer Experience and Service Design team to ensure analysis is shared and relevant data helps drive new and improved service design
* Manage the identification and reporting of risks and assist with the management and mitigation of risks and issues. Where appropriate implement change or improvements that minimise risk and reduce any financial exposure to the operation. Comply with company risk management processes and policies.
* Take a lead on GDPR for the contact centre operation working closely with operational managers and wider stakeholders
* Assess the impact of process or policy changes upon the assurance regime and quality systems and implement change as necessary.
* Ensure training materials deployed in customer service environments are appropriate and that quality is embedded and prioritised in all staff members.
* Support the operational delivery teams to drive significant improvements and measurable business benefits by identifying, proposing, initiating and leading programmes of improvement and promote these to the client.
* Support the operational delivery teams in the implementation of continuous improvement initiatives ensuring client input is delivered and acted upon. Ensure the client provides appropriate input to business requirements gathering and functional specifications.
* Support the operational teams in meeting Customer Satisfaction targets and proactively drive quality improvements to deliver improved customer satisfaction levels.
* Maintain effective communication with all team members, managers within the business, external clients and stakeholders.
* Undertake regular objective setting and performance reviews with direct reports to encourage individual development, continuous improvement and high standards of performance and conduct.


* Where appropriate escalate any identified issues to the Head of Digital Customer Experience in a timely manner.
* Have a thorough understanding of and ensure adherence to all Capita policies and procedures
* Contribute to overall achievement of a successful team through achievement of personal objectives.
* Develop and maintain a team culture that maximises team working and cooperation.
* Abide by all Capita Security Policies and Procedures and escalate any breaches accordingly
* Take responsibility for Health & Safety in the workplace, identifying, acting upon and where appropriate escalating any risks.
* Maintain knowledge of developments within the industry and benchmark services against other operations.
* Assist other business functions as appropriate.

Essential Experience/Skills:

* Previous management of a Business Assurance function in a Contact Centre environment.
* Experience of working with Verint QM.
* Experience of working in a digital business improvement environment
* A good understanding of GDPR and experience of working and leading projects related to GDPR
* Effective leadership and development skills with the ability to provide an environment which motivates and drives colleagues to exceed performance levels and where possible, exceed expectations
* Excellent analytical skills and understanding of management information
* Familiarity with the tools, concepts and methodologies of quality management and their application in contact centre environments
* Ability to identify and manage change to enhance the staff, client and customer experience with proven client management skills
* Excellent oral and written communication skills to ensure clarity for colleagues and clients at all levels within an honest and trustworthy environment which shares knowledge and experience when managing customer and client relationship
* Proven organisational and planning skills and ability to deliver on time to tight deadlines.

Personal Attributes:

* Dependable and self-motivated
* Ability to work to tight deadlines and adapt/respond to changing requirements
* Excellent time management skills, be able to effectively manage a range of activities and projects at once
* Excellent attention to detail
* Enthusiastic, confident self-starter
* Natural leader and communicator
* Team player who is enthusiastic and motivated
* Self-starter and independent
* Flexible to meet business needs. Able to commute to Coventry and attend meetings at various locations around the country.

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Capita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.

Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.

If you are successful with your application, you will need complete Capita's vetting and screening checks. This will include, but not be limited to, Reference Checks, a Criminality Check, Financial Probity Check, Sanctions Check and Media Check