Quality & Training Team Manager - Contact Centre

Introduction

Working at QVC Group means joining a live social shopping company with incredible teams, ambitious projects and amazing careers. QVC Group, Inc. is a Fortune 500 company with six leading retail brands - QVC®, HSN®, Ballard Designs®, Frontgate®, Garnet Hill® and Grandin Road.

Your tasks

Your Opportunity, Your Team

• The Contact Centre Quality & Training manager supports our customer sevice and experience function for QVC UK, In this role, you will lead and develop the UK Customer Experience 'Quality & Training' Team, setting direction and being accountable for daily management and achievement of goals and KPIs. You will create a great place to work and deliver an outstanding customer experience, playing a key role in shaping our quality and training programmes.

What You'll Do

• You will lead, coach, and develop the Quality & Training Team, ensuring alignment with QVC's Leadership Competency Model
• You will guide the delivery of quality assessments and audits, advancing our customer experience strategy
• You'll identify and fulfil training needs for new and existing team members, supporting recruitment and onboarding
• Design and deliver the UK Customer Service & Experience Team Leader functional development programme in partnership with Operations
• You will act as a customer advocate, building strong relationships across the business
• Contribute actively to the UK Senior Contact Centre Team Leadership group, promoting engagement and high performance

What You'll Bring

• 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

Disability Confident Scheme

Where You'll Work

• This role is onsite and will require you to work from our Knowsley site daily.

QVC UK is a Disability Confident Leader, level 3 accredited employer and operates a Disability Confident Scheme (“DCS”). For any UK based roles, if you’d like to be considered under this scheme, please indicate this on the application form.

Our Total Rewards package includes benefits you’ll love such as competitive compensation, paid time off, an employee assistance program, parental leave, paid volunteer hours, and amazing company discounts! In our US market, you can also expect health care benefits starting on day 1, 401(k), and tuition reimbursement benefits.

QVC Group is committed to inclusion and belonging for all and ensuring that our workplace provides equal employment opportunities for all team members and candidates and complies with all applicable federal, state, and local laws and regulations. As an equal opportunity employer, QVC Group is committed to a barrier-free employment process. If you need reasonable accommodations/support throughout, please contact us at [email protected] for assistance.

If provided, salary ranges are a general guideline only, and actual salaries will vary and are based on factors such as a candidate's qualifications, skills, experience, and geographic location as well as business and market conditions.