Quality Manager | Hertfordshire | ASOS Careers

Quality Manager

Where is it based: Hemel Hempstead, although occasional trips to ASOS head office in London and occasional travel to sites overseas may be required.

Hours: 37.5 hours a week. Your hours of work will be shift based from Monday to Friday 9am-5.30pm with flexibility as required to support teams working shift patterns Mon-Sun 6am-12am.

Reporting to: Quality and Training Manager



The Quality Teams in Customer Care are responsibility for the global calibration and scoring of all CC advisors across our 24/7 estate, covering multiple teams, skills, channels and languages. The teams score and feedback all quality scoring on a weekly basis to the Team Leaders and will form part of the weekly balanced score card that formalizes the advisors performance management. The team ensures that all scoring and feedback to consistent and reflects to the work

What you'll be doing...

As the Quality Manager for Customer Care, working within the Service Delivery and Planning function, you will be responsible for a growing team of Quality Team Leaders and Quality Advisors, and will manage the monitoring, scoring and feedback cycle of advisor responses to our customers across Email, Live Chat, Social Media, Telephony and any other new channels we introduce.

Your role will be to continually review the quality marking process in its entirety to ensure we are calibrating correctly and consistently across the teams, and are always aligned to a strong QA framework that delivers best in class quality standards across all teams in CC. The role will require very close working relationship with the Operation Teams, the Training team and the Continuous Improvement teams. A feedback framework will need to be developed to ensure any trends and feedback on either a group or an individual level are consistently fed back to both the operation and the training team, and any process challenges are highlighted and fed back into the Process and Engagement team.

People management of the Quality Team Leaders and their teams Conduct weekly 121's and Team Meetings with the Quality Team Leaders Managing the delivery of consistent global quality calibrations across all teams in CC Managing the Quality teams delivery of agreed KPI's for scoring quality Ensuring all advisors across all teams are quality scored each week Managing the feedback cycle so all Feedback to be delivered in a consistent and fair way to all Team leaders on a weekly basis.

We'd love to meet, someone with...

Experience within a multi-channel Customer Contact Centre environment working at a Management Level. Very strong analytical skills Excellent attention to detail Excellent organisational skills Logical approach to contextualising and presenting large volumes of qualitative data Excellent commercial awareness and understanding of impact that decisions can have on commercial performance. Excellent Communicator at all levels, including senior level stakeholder engagement, communication management between senior departmental stakeholders and their direct reports. Ability to lead projects within the business through collaboration and working with other departments Ability to manage and develop a team and a high performance culture

What's in it for you...

Generous salary, bonus and pension matching Great development programmes Amazing offices and great culture 25 days holiday plus one extra day for your birthday Subsidised canteen Huge staff discount and regular sample sales Life Insurance, medical care ect And tons more...

Customer Care at ASOS

ASOS is one of the UK's top fashion and beauty destinations, expanding globally at a rapid pace. Our values are to be authentic, brave and creative, and we live and breathe these in everything we do. In Customer Care we make up almost one third of our ever expanding workforce. We're here to love our customers in the right language, through the right channel at the right time 24 hours a day, 7 days a week. Our customers truly are at the heart of everything we do; they drive change, they encourage us to be our best selves and they know ASOS Salary: . Date posted: 04/11/2016