Contact Centre Quality & Change Project Lead – Maternity Cover - Leeds - Britannia House

Contact Centre Quality & Change Project Lead – Maternity Cover

As Quality & Change Project Lead, you will be responsible for supporting the Continuous Improvement and Change Manager in delivering continuous improvement into the business, managing the change process and acting as the custodian of quality through supporting with quality assurance.

What you’ll be responsible for:

Ensuring quality assurance is completed and take learnings from any findings to improve this for the customer and colleagues

Identifying, analysing and delivering continuous improvement opportunities into all Global Business Services (GBS UK) contact centres

Working flexibly when scope or prioritisation changes are made

Supporting in delivering products in a serviceable state including hand-over to service support teams

Working closely with the operational management team, team leaders and other stakeholders to identify areas of support and offer action plans

Supporting the Continuous Improvement & Change Manager in preparing and delivering regular communications to all key stakeholders

Supporting global PMO where possible

Supporting the Continuous Improvement & Change Manager with the intake process for contact centre ideas

Proactively seeking opportunities to improve ways of working

Day to day management of Contact Centre Operations inbox to prioritise and manage support requests from operation

Maintenance and upkeep of the Asda Connect internal website and Call Quality Tracker

Working closely with and line manage the Quality and Change Project Assistant

Completing regular call listening and coaching activities to support the team leaders and to help identify process and colleague development opportunities

Owning change communication throughout the contact centre

About you:

Previous experience of delivering change within a fast paced environment is essential

Knowledge and experience of Contact Centre/Call Centre operations would be advantageous although not essential

You should have strong organisation and stakeholder management experience with the confidence and ability to present information at all levels

You should have good prioritisation and workload management skills and adaptability to work to the task at hand to keep improvements on track

You’ll have strong problem solving and analytical skills

You enjoy working as a team player and have a positive attitude to change