Employer: Huntswood QA Manager - US Campaigns - US HOURS Role Purpose Working as part of dynamic, large-scale operations, the job holder will be part of a high-quality team undertaking Quality checking of the work completed by Team Members. This is an exciting mid-level management role where the job holder will be exposed to multiple clients across various industries. Job Description This is a multi-faceted role covering the following activities: * Managing a team of multi-skilled Quality Advisors responsible for completing quality assessments across a range of clients * Creating and supplying client and management reporting and insight * Responsible for quality scores and risk management in line with Client and regulatory targets * Presentation of results at weekly and monthly client business reviews * Responsible for the oversight of customer remediation exercises where required * Direct client point of contact for all QA, compliance, complaints, and insight requests * Checking of investigations of complaints, including the gathering of information, contacting customers and communicating decisions based on the information available. * Utilising a wide range of systems to check that the execution of a defined process has been correctly undertaken and escalate as appropriate to team leader * Providing feedback to Senior Operations Managers on the outcome of checked cases and supporting with campaign performance improvement plans * Working alongside the Training Manager to instil a quality centric culture from employee early life. Essential skills * Excellent verbal and written communication skills with the ability to report to a senior audience. * Strong presentations skills for a target audience of senior managers and direct client feedback. * Ability to influence senior managers and stakeholders within the remit of specific campaigns and requirements. * Excellent Microsoft word knowledge and skill, not limited to, Microsoft word, excel and powerpoint. * Ability to analyse data, highlighting trends and developing remediation plans where required. * Ability to manage a team of cross-skilled employees working across a variety of workstreams. Required experience * 2 years experience as a Qualitiy Manager/ Quality Insights Business Partner in a Contact Centre/BPO role Core Behaviours: To work with, Huntswood’s employees are described as dependable, driven and collaborative.  The job holder should be able to demonstrate they: * Bring Your “A” Game * Strive For Greater * Enable and empower all employees * Do the right thing * Own it * Deliver unbelievable service