Quality Assurance Team Manager- 6 months Secondment

Team – Operations  

Working Pattern - Hybrid – 2 days per week in the Vitality Stockport Office. Full time, 35 hours per week. PLEASE NOT THIS IS A 6 MONTHS SECONDMENT ROLE 

Top 3 skills needed for this role:

• Excellent at building Relationships and Stakeholder Management
• Leadership and People Manager skills 
• Excellent attention to detail. 

What this role is all about:

Quality Assurance (QA) is a key first line control that helps to detect the risk of poor customer outcomes, whilst providing feedback and support to our front-line colleagues to drive a better customer experience, as well as helping to ensure our regulatory obligations are met.

As a QA Team Manager, you will lead a team of Senior and Quality Consultants, supporting their development and coaching needs, whilst ensuring the day-to-day delivery of the QA strategy is achieved.

You will be responsible for ensuring the relevant departmental targets are met by closely monitoring individual Quality Consultant KPIs, whilst also effectively managing resource demands by balancing budget and business requirements.

Key Actions

• Day-to-day management of a team of Senior Quality Consultants (SQCs) and Quality Consultants (QCs) potentially across both Stockport and Bournemouth sites (with possible travel in line with business needs).
• Responsible for ensuring all QA assessments are completed on time and accurately for all in-scope business areas.
• Build deep understanding of the overarching approach to QA across Vitality to ensure the framework remains relevant, robust, and proportionate for a business this size and scale.
• Demonstrate strong understanding of the relevant operational areas and how their strategic objectives / changes impact the QA framework, and its effectiveness moving forward, ensuring the control remains relevant and fit for purpose.
• Prepare and jointly chair the Enablement forums, presenting QA results and relevant insight, ensuring effective working relationships are built and maintained with key operational areas, as well as enhancing understanding and embedment of the QA framework.
• Co-ordinate the ISO 9001/2015 assessment across the business to efficiently facilitate the review and support the continued achievement of the required standards.
• Maintain and build effective working relationships across the wider business and with key external suppliers (where applicable) ensuring good knowledge of Vitality key objectives and the regulatory landscape is maintained.
• Drive a consistent approach across the department, through effective calibration and challenge management, in line with promoting a culture toward promoting good customer outcomes.

What do you need to thrive?

• Significant experience of proven team leadership capability in a relevant environment (ideally QA).
•  Experience of managing teams against various KPIs and metrics to ensure targets are met (and any subsequent performance management when not).
• Knowledge and understanding of relevant regulatory requirements and frameworks.
• Ability to interpret data relating to business performance and share this in a meaningful and insightful way with various key stakeholders.
• Proven ability to communicate results at various levels and influence other business areas to help support the QA strategy.
• MS Office based skills.
• Understanding and experience of working within an insurance based Contact Centre
  Understanding of ISO 90001/2015.
• Experience working within 1st or 2nd line control functions.
• Experience or exposure to working with Speech Analytics