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