Quality Manager
Basildon,Essex,United Kingdom
6d ago


Role and Responsibilities

  • This position is responsible for the implementation and execution of the defined Quality framework, aligned to, partnered with and directed by the EMEA Operations Leadership team sponsor / functional head
  • Implementation of framework to review, capture, track and effectively manage all Quality based telephony and non-telephony activities across an EMEA Operations function in a world class financial technology company with call centre capabilities and contractual client obligations
  • Manage a large defined pool of multi-skilled analysts requiring client based accreditation and calibration
  • Assist in the building, delivery and execution of a defined outcome based framework that captures the required business, client, operations and regulatory based requirements to identify shortcomings, areas for improvement and class leading standards of quality monitoring across all EMEA Operations activities.
  • These will include telephony and non-telephony based activities

  • Assist in the building, delivery and execution of fit for purpose outcome based output that will facilitate coaching or HR process led improvements as required
  • Assist in the building, delivery and execution of relevant MI at all levels of activity and for all levels of management and leadership, clients, Alliances and regulators as required
  • Assist in the investigation, review and delivery of technology based solutions that will drive improved service standards and trend analysis, delivering automation options that remain true to functional purpose and strategy and further embed quality standards and framework
  • Investigate and analyse scope of defects as required by either standard regulations or specific regulations. Defects will be documented in a database or spreadsheet and presented to the proper management in a timely manner.
  • Must be able to work autonomously within the platforms of Quality and be accountable for raising risks to the Functional Head.
  • Must be able to identify trends for either a particular analyst or an entire team and be able to coach to that trend. May be asked to do one on one training for analysts, as well as train new and existing members of the Quality team.

    Will also be asked to work on independent projects as requested by management.

  • Supervises a defined team who ensure program compliance with contractual quality, organisational standards and consistency standards.
  • Coordinates and leads calibration and joint monitor sessions across Operations and clients to ensure consistency.

  • Manages overall quality issues and opportunities for the on-going support. Partner with the team to create a transparent culture of Quality awareness, identification and outcome remediation that will become the benchmark
  • Responsible for the managing and reporting of productivity within team to ensure effective and productive use of resources

  • Minimum 5-years of progressive experience in Quality related positions, internal call centre or helpdesk and / or financial services industry

    Educated to minimum A’ level standard or equivalent experience required

    Experience leading qualitative assessments, monitoring, conducting walkthroughs and framework based assessments, and controls testing.

    Experience leading outcome driven activities and challenge sessions

    Experience leading a dynamic team

    High level of problem solving skills

    Experience with advanced quality programs such as Six Sigma. Knowledge of Statistical Analysis, Six Sigma and Total Quality Management principles are preferred.

    Able to self-direct work with limited supervision to meet performance requirements.

    Will have direct supervisory responsibility

    This position requires independent judgment and leadership in making decisions and interacting effectively and positively with all levels of colleagues, business partners, and customers.

    Presentation to Senior Management and attendance in Operations team meetings or client / Alliance led planning or review sessions will be required

    Strong verbal and written interpersonal and communication skills, particularly at senior or external levels

    Ability to drive process improvements and framework based assessment standards, evolve MI and reporting standards and drive evolving technology dependencies and improvement

    Proficient in the use of MS excel, word, PowerPoint, Teams and Visio

    Learn more about Fiserv : Life moves fast. And as it does, we know most people aren’t thinking about financial services But we are.

    We help people and businesses move money and information every minute of every day. Our solutions connect financial institutions, corporations, merchants and consumers to one another, millions of times a day, behind the scenes, reliably and securely.

    We’re Fiserv, a global leader in Fintech and payments enabling innovative financial services experiences that are in step with the way people live and work today.

    The company’s approximately 44,000 associates proudly serve clients in more than 100 countries, so their customers, members and consumers can move money when and where they need it, at the point of thought.

    Our Aspiration is to move money and information in a way that moves the world. As a FORTUNE™ 500 company and one of FORTUNE Magazine World’s Most Admired Companies for the sixth consecutive year, we are committed to excellence and purposeful innovation.

    Explore the possibilities of a career with Fiserv and Find Your Forward with us.

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