Award winning Hermes is the largest UK courier delivery service and we handled over 270 million parcels last year. We employ over 2,500 people, have over 10,000 self-employed couriers and deliver parcels to over 190 countries.
We have grown in excess of 15% each year over the past 5 years with even bigger ambitions for the future - there has never been a more exciting time to join us!
The Outsourcing Quality Manager will report into Outsourcing Contract Manager, overseeing the quality of our Outsource Partner and providing day to day process support. This role will measure and help to improve offshore advisor quality and process adherence through analysing all work streams, with a specific focus initially on webchat and email against current and future quality guidelines.
The role holder will also have two direct reports, both Outsourcing Customer Experience Assessors.