Quality Management & Voice of Customer Lead

Job description

Quality Management & Feedback Management Senior Lead | Remote (UK)

Peaple Talent is partnering with an innovative and rapidly growing CX technology consultancy that is transforming customer engagement through next-generation contact centre and AI-powered solutions. This is an exciting opportunity to join a business delivering large-scale enterprise and government transformation programmes, where you’ll play a pivotal role in shaping Quality Management and Voice of the Customer capabilities within a major NICE CXone deployment.

We’re looking for an experienced QM & FM Senior Lead who thrives in complex transformation environments and is passionate about delivering customer-centric solutions, leading strategic workstreams, and driving operational excellence across large-scale contact centre environments.

What You’ll Bring

• Proven experience delivering large-scale contact centre or CX transformation programmes
• Extensive hands-on experience with NICE CXone Quality Management and Feedback Management capabilities
• Strong understanding of quality assurance, coaching frameworks, and Voice of the Customer strategies within enterprise contact centre environments
• Experience leading end-to-end delivery across discovery, design, build, testing, deployment, and optimisation phases
• Ability to operate as a senior stakeholder lead, managing relationships across clients, vendors, programme sponsors, and operational teams
• Strong vendor management experience, ideally working closely with NICE and other CX technology providers
• Excellent communication skills, with the ability to articulate complex technical and operational concepts to executive and non-technical audiences
• Experience managing risks, governance, assurance activities, and delivery dependencies within regulated or enterprise environments
• Demonstrated ability to lead multiple delivery workstreams in parallel while maintaining quality and programme alignment

Nice to Have

• Experience working within central government or highly regulated environments
• Exposure to technologies such as Genesys, Verint, Qualtrics, Uptivity, VPI, Satmetrix, or BrandEmbassy
• Knowledge of wider CXone ecosystem integrations and roadmap capabilities
• Experience supporting large-scale environments with significant operational scale (10,000+ seats)
• Certifications or accreditations in CX, programme delivery, Agile, ITIL, or related disciplines
• Eligibility to obtain SC Clearance

Extra information

Status

Open

Education Level

Secondary School

Location

England

Type of Contract

Full-time jobs

Published at

22-05-2026

Profession type

ICT

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English