Qurate Retail Group

Quality & Training Team Manager – Contact Centre

Qurate Retail Group

full-time

Posted on:

Location Type: Office

Location: Knowsley • United Kingdom

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About the role

  • Lead and develop the UK Customer Experience 'Quality & Training' Team
  • Create a great place to work and deliver an outstanding customer experience
  • Guide the delivery of quality assessments and audits
  • Identify and fulfill training needs for new and existing team members
  • Design and deliver the UK Customer Service & Experience Team Leader functional development programme
  • Act as a customer advocate, building strong relationships across the business
  • Contribute actively to the UK Senior Contact Centre Team Leadership group

Requirements

  • 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
Benefits
  • competitive compensation
  • paid time off
  • employee assistance program
  • parental leave
  • paid volunteer hours
  • amazing company discounts
  • health care benefits starting on day 1 (for US market)
  • 401(k) (for US market)
  • tuition reimbursement benefits (for US market)
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
quality assessmentsauditstraining needs analysisfunctional development programmecustomer experience metricsNPS integration
Soft Skills
leadershiprelationship buildingcustomer advocacyteam developmentpeople-first approachdriving results
Certifications
formal L&D qualificationsaccreditations