Quality Manager

Are you interested in a contract opportunity with one of the largest and most successful business process outsourcing organisations in the UK?

The CAPITA GROUP is a market-leading, FTSE 100 company and our goal is simple - to help our diverse customer base of public and private sector clients provide an exemplary service to their customers. At Capita we aim to attract and develop talented people and pride ourselves on our ability to deliver excellence at all levels. This is an exceptionally exciting opportunity to become a key part of one the Group's core businesses. CAPITA RETAIL BANKING SERVICES provide bespoke in-sourced and outsourced managed service solutions, specialising in remediation services, customer and debt management as well as mortgage, savings and payroll services.

As part of our relationship with a high-profile client within this sector, Capita Retail Banking Services are looking to recruit a QUALITY MANAGER on a fixed-term contract based onsite in central Leeds.

As QUALITY MANAGER, your role will be to promote and lead quality and consistency across all teams within the project in line with client, company and regulatory guidelines while directly responsible for a team of 6-12 staff.

The key duties and responsibilities of the role include but are not limited to:- - To closely monitor quality performance and monitor/manage the possibility of financial penalties to be levied as a result of poor quality at an early stage and seek and implement resolutions.
- Provide a two-way communication channel for the department/team to maximize motivation, company success and performance
- Ensure that the work required in your area of responsibility is effectively planned and fairly allocated to individuals
- To provide direction to team members, motivating, coaching and supporting them to achieve team and individual objectives
- Ensure compliance with legal, regulatory, ethical and social requirements
- Provide management in line with company HR practices
- Maintain accurate and complete records and personal development plans for all team members

Our QUALITY MANAGERS are subject-matter experts, able to evidence continuing professional development relating to the products, processes and regulations in the area of work.

In addition, is it essential that you can demonstrate:

- Experience in direct line management of a team of 6 or more; able to work effectively as part of a management team
- Experience in a contact centre environment
- A background in financial services or experience in a heavily regulated environment
- Ability to analyst data, problem solve and make decisions confidently
- Excellent communication and interpersonal skills; customer focused when dealing with a range of people
- Numeracy and advanced computer literacy (eg Microsoft Word, Excel and Outlook)
- Have meticulous attention to detail and be highly organised and able to manage own workload and team members to meet stretching targets and strict deadlines
- Excellent time management, effective meetings skills and proven ability to plan and control
- A good degree required or equivalent experience and full Certificate in Financial Planning or equivalent is desired.

Please note; any offer of employment made by Capita will be subject to the satisfactory completion of referencing, basic disclosure and financial probity checks.

IF YOU ARE INTERESTED IN GAINING EXPERIENCE WITHIN A BUSY, VIBRANT TEAM AS OUR INTERIM QUALITY MANAGER PLEASE DO NOT HESITATE TO APPLY WITH YOUR CV BY FOLLOWING THE APPROPRIATE LINK.

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.