Quality & Training Team Manager Contact Centre

Your Opportunity Your Team

• The Contact Centre Quality & Training manager supports our customer sevice and experience function for QVC UK In this role you will lead and develop the UK Customer Experience Quality & Training Team setting direction and being accountable for daily management and achievement of goals and KPIs. You will create a great place to work and deliver an outstanding customer experience playing a key role in shaping our quality and training programmes.

Where Youll Work

• This role is onsite and will require you to work from our Knowsley site daily.

What Youll Do

• You will lead coach and develop the Quality & Training Team ensuring alignment with QVCs Leadership Competency Model
• You will guide the delivery of quality assessments and audits advancing our customer experience strategy
• Youll identify and fulfil training needs for new and existing team members supporting recruitment and onboarding
• Design and deliver the UK Customer Service & Experience Team Leader functional development programme in partnership with Operations
• You will act as a customer advocate building strong relationships across the business
• Contribute actively to the UK Senior Contact Centre Team Leadership group promoting engagement and high performance

What Youll Bring

• Proven leadership experience ideally within a contact centre environment
• Strong PC skills including Excel and PowerPoint
• A people-first approach with a passion for customer experience and team development
• Ability to build relationships drive results and support business goals
• Experience in Quality and Training leadership formal L&D qualifications/accreditations and Team Member NPS integration

Disability Confident Scheme

QVC UK is a Disability Confident Leader level 3 accredited employer and operates a Disability Confident Scheme (DCS). For any UK based roles if youd like to be considered under this scheme please indicate this on the application form.

Our Total Rewards package includes benefits youll love such as competitive compensation paid time off an employee assistance program parental leave paid volunteer hours and amazing company discounts! In our US market you can also expect health care benefits starting on day 1 401(k) and tuition reimbursement benefits.

QVC Group is committed to inclusion and belonging for all and ensuring that our workplace provides equal employment opportunities for all team members and candidates and complies with all applicable federal state and local laws and regulations. As an equal opportunity employer QVC Group is committed to a barrier-free employment process. If you need reasonable accommodations/support throughout please contact us at for assistance.

If provided salary ranges are a general guideline only and actual salaries will vary and are based on factors such as a candidates qualifications skills experience and geographic location as well as business and market conditions.