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What we’re looking for
                         



 

What to expect
                         

A senior role, ensuring Quality is at the heart of the way Ascensos delivers for our clients and their customers.

As a Head of Quality Assurance your main duties will include

  • Lead the team of Quality Assessors, ensuring consistently high standards of engagement and delivery.
  • Develop and implement effective Quality Assurance approaches and procedures.
  • Work with clients and prospective clients to develop and deliver World Class Quality Assurance methods.
  • Ensure compliance with all relevant legal and contractual requirements in the delivery of Quality Assurance.
  • Support QA activities in other areas of the business
  • Ensure the outputs of the QA team result in improvements in performance, process efficiency, systems development and insights into clients’ businesses.
  • Challenge the way things are done, based on tangible evidence, in a way which results in collegiate working towards improved service.
  • Ensure optimum efficiency and effectiveness in the QA team.
  • Support issue investigation and ensure route causes are identified and corrective cation recommended.
  • Ensure communication of sometimes complex statistics is done in an effective and compelling way.
  • Actively manage risk and ensure effective containment and contingent actions are in place.
  • Analyse data and recommend areas for improvement in quality, effectiveness and efficiency.
  • Develop, recommend and monitor corrective and preventive actions.
  • identify development needs and organise training and coaching to meet required standards
  • Work closely with the Operations, Technology and Business Intelligence teams to deliver QA services and solutions.
  • Identify ways in which Quality Assurance can contribute to the success of Ascensos.

You
                         

To be successful in this role, you should be able to demonstrate:

  • Experience leading a quality assurance team in a fast-paced business.
  • An excellent communicator and listener
  • An effective collaborator at all levels
  • Analytical, with excellent presentation skills
  • Naturally positive and comfortable with change
  • Excellent interpersonal skills which inspire trust and confidence

The Benefits
                         

  • Site concierge service
  • Free car parking on site
  • Pop up shop discounts
  • Employee discount scheme
  • Client discount schemes
  • Extra day holiday for your birthday!
  • Annual awards ceremony
  • Access to various learning and development programmes

 

Up for the challenge?
                         

We understand people don’t fit in little grey boxes. We recognise the importance of individuals. Our success is down to our people and we are always on the lookout for new members of #theAteam to help us deliver incredible experiences for both our clients and customers.

So, if you’re ready for a new challenge then hit ‘Apply Now’ to become the newest member of our growing team.

APPLY NOW

We’re expecting lots of people want to join #theAteam. So unfortunately, if you have not heard from us, please assume that your application has been unsuccessful on this occasion.

The Ascensos Story

Ascensos is built on our belief that not all contact centres need be the same. We bring a fresh approach to outsourced customer service, offering multi-channel customer contact solutions across traditional, digital & social channels.

We are an owner-managed, next generation boutique contact centre. We draw from our awarding winning background of world-class customer experience, combined with the digital mindset and the latest emerging technology to shape customer experience solutions for tomorrow’s customer needs.

Within six years, we have expanded our operations across Europe; with sites in Scotland, England, Romania and The Netherlands. For us it’s all about loving what you do.

Be our next A-Player

As part of #theAteam, you’ll receive full training and support to be the voice of our clients’ brand. So there’s no room for average.

We recognise the unique contributions of all our Ascensos colleagues across Europe, it’s what drives our success. And we celebrate talent. That’s why there’s a huge focus on career development and recognition at Ascensos.

As an Equal Opportunity Employer, we pride ourselves on hiring local talent and offer a range of employment opportunities designed to fit a variety of lifestyles. You will be welcomed into an inclusive, diverse and fun environment where; delivering great customer service, career development and fun Fridays are the norm.