Operations Quality Senior Manager

About the role

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.

Responsibilities

• 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

Requirements

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