Role: Performance and Quality ManagerLocation: Hemel Hempstead (2 days office/3 days WFH)Salary: Up to 52,000 DOE + benefitsHours: 35 hours per week Mon-Fri (to business needs)Term: PermanentI am looking to recruit an experienced contact centre Performance and Quality Manager to join my client based in Hemel Hempstead on a permanent basis. Working closely with the Operations Managers, Team Leaders, Learning and Development and Customer Excellence/Insight team to drive the Customer Operations quality assurance, setting out clear standards, measures, governance and improvement. Responsible for monitoring operational output, driving data-informed improvements, and ensuring compliance with industry or regulatory standards. Do you have experience as a Performance and Quality Manager leading quality assurance, continuous improvement or business performance activity in a customer operations contact centre?Can you combine analysing and performance drivers to improve customer excellence?Role of the Performance and Quality Manager:Provide clear performance and improvement reporting to stakeholders.Be the link between quality assurance, customer feedback, complaints, operational performance, workforce, process and system data, creating one coherent view of performance and improvement.Develop and maintain data dashboards and insight that translate complex data into clear trends, risks, priorities and recommended actionsDesign, prioritise and coordinate process improvements across the ..... full job details .....