Careers

Sabio Group

Director of Managed Services - Quality

Sabio is a Global company and the leading independent UK Contact Centre solution supplier.  We work with leading brands and partners across the globe, helping them to build high quality, secure, robust platforms and solutions.

Sabio provides expertise and solutions that our customers’ need to respond to the ever-changing world. Our powerhouse products and expertise are mainly around creating state-of-the-art real-time communications platforms, and contact centre system integration.  As Sabio we love what we do. We love to learn, we love to experiment, and we love to build the best products, deliver the customer experience we can using the best tools we can find and build. We're brave, we work hard and at our core we are about quality.  We want to be challenged and be encouraged to 'dare'. We have a strong problem-solving engineering background and ‘can-do’ attitude, which remains at the centre of everything we do. 

We look for people with the right cultural fit having what it takes to drive our business forward. We also look for people who are keen to develop new knowledge and skills, because our growth is ultimately dependent on yours. You will play an important role in driving change within our business, joining a department that is continually on a journey of change.

We are currently looking for a passionate and enthusiastic Director of Managed Services - Quality to join our team. The purpose of this role is to join the MS leadership team taking ownership for all aspects of Quality across the Group MS function. 

Key Responsibilities

This is a broad ranging role cover all aspects of Quality primarily focussed across the Managed Service Organisation although some customer escalations will require engagement with other group functions. 

 Primary focus will cover:
  • Revise customer escalation process and then take ownership of all critically raised issues through to resolution and corrective action.
  • Understand current quality of data entry and define improvements to deliver consistency across the group.
  • Develop KPI and processes to proactively warn and prevent customer escalations.
  • Systematic quality issue identification through major incident, customer feedback and ownership until resolution.
  • Develop cost of quality metrics and cost avoidance.
  • Develop quality measures and relationship with 3rd Party vendors.
  • Owns CSAT score, measurement, analysis and improvement.

Skills Knowledge and Expertise

Essential
  • Ability to work tactically and perform strategically in managed services and throughout the business
  • Proven track record of quality management with particular focus on positive customer outcomes Experience in working in a highly matrixed organisation  
  •  Advocate and implementor for proven standardized processes and methodologies 
  • Strong understanding of monitoring and metrics driving success in a managed services business
  • Educated to degree standard or relevant industry experience.
 Desired
  • Experience implementing a cost of poor-quality programme
  • Lean/Six Sigma experience or accreditation.
Skills
  • Customer Management 
  • Customer experience 
  • Vendor Management 
  • Quality Assurance 
  • Strategic Thinker 
  • Tactical Implementor 
Behaviours 
  • Strong organizational, attention to detail, and analytical skills
  • Strong analytical and numerical skills
  • Target driven with ability to work to deadlines 
  • Excellent inter-personal skills, written and verbal communication skills
  • Has a data driven mindset and understand the importance of operational excellence
  • High degree of initiative, independent working, and leadership skills 

Metrics/Key Performance Indicators

Accountabilities 
  • Manage and improve quality, internal and external, across MS organisation
  • Defining, reporting, and monitoring service performance through customer lens
  • Quality assurance and continuous improvement
  • Vendor Management 
Output Indicators 
  • Increasing CSAT score
  • Decreased Customer escalations
  • Reducing cost of quality
  • Improved Vendor relationships

Benefits

This is your chance to join and friendly and passionate team that will motivate you to learn and develop your career in the company.

Benefits may include:

Pension Scheme
Remote/Flexible work
Life insurance
Private health and dental care
Cycle to work
28 days paid holiday a year- (this includes three Sabio days)
LinkedIn Learning
Plus many more! (Benefits are dependant on your base location.)

The Small Print

Strictly No Agencies; any submission of resumes without prior request from Sabio Group will not be deemed as an introduction and therefore will not warrant an introduction fee. All applicants must have the right to work in the territory to which the role relates (UK & EU). Sabio Group are unable to offer sponsorship on any roles advertised. 
Apply now
Apply now
Department
Support
Employment Type
Full Time
Location
Glasgow

Not quite right?
Register your interest to be notified of any roles that come along that meet your criteria.

Register your interest
Start your journey with Sabio
If you're interested in developing more efficient and effective
customer experience for your business, our team of experts it always on hand to help.
Get in touch
Did you know?
Sabio is Spanish for 'wise', and is associated with King Alfonso X 'El Sabio' (1221-1284).
The name Sabio reflects the importance we place on the quest for knowledge, achievement and embracing the benefits of the diversity.
Discover more about Sabio