We are looking for an enthusiastic team member to join our Customer Care team as a Call Centre Quality Manager based at our Support Centre in Worksop or our London office weekly depending on which is closer; and working remotely.

As our Call Centre Quality Manager you’ll be responsible for managing quality across an outsourced contact centre service team, including; quality calibration sessions, auditing the Quality Team and providing feedback. Providing upskilling on process change, ensuring customer interactions are aligned with wilko brand principles, processes, social media, email, voice, chat quality structures and regulatory standards.

Taking huge pride in what you do, your role will involve will work closely with the internal wilko teams best in customer service is provided from initial onboarding to supporting the development journey of team members and outsourced services with all things relating to wilko brand and quality, raising the capability of our team and function. Along with:

• Performance Management of quality KPIs and metrics for the business.
• Ensure that outsourcing leadership and quality teams have a full understanding of the quality scoring guidelines through weekly calibration sessions.
• Monitoring and assessing the quality of customer conversations against a set of criteria across all inbound and outbound contact centre channels
• Design, develop, build, and deliver a contact centre and customer quality framework against which the contact centre business will be managed and measured
• Delivery of quality management and upskilling on projects and new business implementation
• Identifying and monitoring training needs at individual and department level and produce effective solutions across multiple contact channels.
• Creating and maintaining inhouse training and methods of work records to ensure compliance with mandatory training

For this role you'll be an experienced contact centre quality manager with a background in delivering innovative quality processes, solutions and training methods and managing frameworks. A background in working within Quality Management in multi-channel Contact Centres would be advantageous.

We know it’s not just about the role but how we can reward you too, so with this role comes a competitive salary, a brilliant rewards scheme, 33 days holiday entitlement (inc Bank Holidays) rising to 38 days after 5 years’ service, a great pension scheme, an exceptional array of apprenticeships, wilko PERKS flexible benefits (such as great discounts on shopping, days out, holidays, health and fitness and money-saving schemes to cut the costs of childcare), holiday homes and most importantly 20% team member and family discount in store and online.

We're a family-owned business with honest and fair family values at our heart.

For ninety years, we've been giving our customers all the stuff they need to brighten up their homes and neaten up their gardens. And, when it comes to our people, we believe in offering the same support, for the things that matter to them too.

So, take a closer look. Discover the history, values, and commitments that make us who we are - and that you'll become part of if you join us.