Quality Assurance Lead

As a Quality Assurance Lead, your mission is to assess the performance of both customer led interactions and industry core tasks across the Customer Hub. Ensuring our people create a positive experience for customers, complete work compliantly and to drive first contact resolution, ensuring that our people are adhering  to company processes and industry standards.

Core Responsibilities

• To complete a targeted number of quality checks for our Customer Hub agents
• To feedback to our agents on their quality score so that they understand what they did well and what their areas of improvement are, documenting this clearly within MiPerform
• Assist Team Leaders in feedback and coaching sessions with agents to achieve a high standard of performance across the department
• Develop and implement new quality assurance checks and standards for current and new processes
• Work with MiPerform to continually develop their current offering
• Monitor customer service interactions in real-time or through recorded calls/communications to evaluate adherence to compliance, company policies, procedures, and service standards
• Identify trends, patterns, and areas for improvement through analysis of customer service data and quality assurance metrics
• Ensure we are identifying vulnerable customers and having relevant conversations, and signposting them to the support we offer
• Document quality assurance findings, recommendations, and actions taken to ensure accountability and transparency
• Provide monthly analysis to Team Leaders, Head of and Director on findings and recommendations and measure the success of what is implemented
• Stay informed about industry best practices, emerging trends, and customer service technologies to continuously improve quality assurance processes and methodologies.
• Any other ad-hoc duties as requested by Leadership & Management.
• To comply with all DPA and GDPR guidelines, as well as ensuring all of our people are doing the same.

• Enthusiastic and proactive and comfortable in taking the lead across cross functional departments at all levels
• Curious and enjoy problem solving using proven methodologies and learning new ways to identify and manage improvements
• Put the customer at the heart of everything you do
• Strong interpersonal skills with the ability to communicate effectively and influence people at all levels to solve complex problems across multiple areas
• Highly motivated, with the ability to work on own initiative and deliver to tight deadlines
• Passionate about what they do and about making a difference
•  Ability to multitask and prioritize tasks in a fast-paced, dynamic environment.
• Excellent communication skills, both verbal and written
• Analytical mindset with the ability to interpret data, identify trends, and make data-driven decisions
• Excellent attention to detail

• Healthcare plan, life assurance and generous pension contribution
• Volunteering Day
• Hybrid Working
• Various company discounts (including shops, gyms, days out and events)
• Holiday of 25 days (plus bank holidays) and ability to buy/sell days
• Cycle to work scheme, car pooling and onsite parking available