Operations Quality Senior Manager
Location: Flexible - Remote with some travel required
Contract Type: Permanent, 40 hours per week
At Domestic & General, delivering exceptional customer experiences is at the heart of everything we do. As our Operations Quality Senior Manager, you’ll take ownership of the end-to-end quality strategy across our call centre operations—ensuring we consistently deliver high standards, meet regulatory expectations, and drive continuous improvement.
This role is pivotal in shaping how we measure, monitor and improve performance. You’ll combine operational leadership with data-driven insight to enhance customer outcomes, influence business strategy, and support our teams and partners in delivering excellence at scale.
About You
To be successful in this role, you will have:
- Strong operational leadership experience within a customer-focused environment
- Significant experience in contact centre operations quality management
- Proven ability to drive measurable improvements in customer experience and operational performance
- Strong understanding of customer satisfaction frameworks (e.g., CSAT) and performance models
- Experience designing and implementing performance and quality frameworks
- Knowledge of call monitoring and analytics platforms (e.g., Genesys, Verint, or similar)
- Experience working in complex, fast-paced, customer-centric environments
- Expertise in data analysis and translating insight into business action
- Excellent communication and stakeholder management skills, with the ability to influence at all levels
- Experience working with large-scale, multi-site or outsourced (BPO) operations
- Strong track record of building accountability, engagement and performance culture
The Role
- Lead and evolve quality assurance frameworks, ensuring consistent delivery of KPIs, SLAs and service standards
- Own QA reporting, MI dashboards and insight generation to highlight themes, risks and opportunities
- Drive improvements in customer satisfaction, including ownership of CSAT processes and mystery shopping programmes
- Establish and govern calibration standards across multiple sites to ensure consistency and accuracy
- Analyse operational and customer data to provide actionable insights and recommendations
- Partner with Learning & Development to design and deliver scalable coaching and training programmes
- Collaborate with BPO partners and external vendors to ensure aligned service delivery
- Streamline escalation and resolution processes to improve efficiency and customer outcomes
- Deliver high-impact reporting and insights to senior leadership
- Lead continuous improvement initiatives to enhance performance across distributed teams
Please note, applicants must have the legal right to work in the United States.
At Domestic & General, we are proud of our 100-year legacy and excited about our future growth plans. We are expanding our horizons, entering new markets and territories internationally and we need your expertise to help us on the journey.
Skills Required
- Strong operational leadership experience within a customer-focused environment
- Significant experience in contact centre operations quality management
- Proven ability to drive measurable improvements in customer experience and operational performance
- Strong understanding of customer satisfaction frameworks (e.g., CSAT) and performance models
- Experience designing and implementing performance and quality frameworks
- Knowledge of call monitoring and analytics platforms (e.g., Genesys, Verint, or similar)
- Experience working in complex, fast-paced, customer-centric environments
- Expertise in data analysis and translating insight into business action
- Excellent communication and stakeholder management skills with ability to influence at all levels
- Experience working with large-scale, multi-site or outsourced (BPO) operations
- Strong track record of building accountability, engagement and performance culture
- Legal right to work in the United States
What We Do
We’re Domestic & General, the appliance care experts. We look after the things people rely on every day to keep their homes running. In fact, we protect, repair and care for millions of products and appliances each year – from fridges and washing machines to TVs and boilers. We’ve also been in business since 1912. (So our customers know they're in safe hands.)
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