Quality Assistant Manager

We are looking for someone who fully embraces 'best in class' service to help manage our growing and friendly team. We pride ourselves on making a difference to our customers and to be a step above the competition in our quality, care and attention.

The role is Mon-Fri 9am-5.30pm with a 1-hour unpaid lunch-break.

Please note this is a remote role, so you must be comfortable working from home & have your own internet connection & office furniture (computer equipment will be provided by the company). Occasional travel into office/meeting location will also be required.

The responsibilities of the Quality Assistant Manager include:

• Lead, motivate and support a team of Quality Analysts to achieve their full potential
• Monthly 1:1s mentor, coach and inspire team members to achieve success
• Set and monitor the team’s work schedules to ensure tasks are completed daily, managing overtime where necessary (including the team’s weekend cover)
• Provide annual leave and sickness cover to the Senior Network and Quality Manager
• Manage the internal Outlook inbox, prioritizing urgent tasks and managing accordingly
• Act as an escalation point, to take ownership and be proactive in achieving solutions
• Ensure 'best in class’ Quality is being delivered to our customers
• Issuing Service Alerts internally when performance will be impacted, ensuring they are kept up to date and resolved in a timely manner
• Oversee performance with our carriers, monitoring trends and picking up on discrepancies taking action if falling out of schedule.
• Assisting the Senior Network and Quality Manager on managing escalations, projects, reporting and attending meetings where required
• Willing to undertake any other duties in relation to the Quality team as may be reasonably required

Essential attributes:

• Previous experience in Quality preferred but not essential
• Genuine passion for Quality
• Excellent listening, questioning and communication skills
• Ability to lead and motivate staff, coaching and mentoring them to achieve their full potential
• Ability to work under pressure, remaining professional and positive
• Pro-active approach to problem solving and decision making
• Attention to detail, checking systems and spotting discrepancies
• Ability to prioritise and multi-task
• Ability to handle escalations and projects without fear of challenge or change
• Flexible & resilient team player. You will be expected to adopt a sleeves-rolled-up attitude
• Proficient computer skills (Outlook, Word, Excel, Internet usage etc.)

In return for the right candidate, we can offer a salary of £35-40k and 25-days annual leave + Bank Holidays. You will also receive full training and support from the Senior Network & Quality Manager.