Head of Quality Assurance

Job content

Job Title: Head of Quality Assurance

Location: Glasgow

Kura have an amazing opportunity for the right candidate to join our team as Head of Quality Assurance! This role can be based from either our Glasgow or Sunderland office.

As Head of Quality Assurance you will be responsible for the design and embedding of a quality model of governance across multiple accounts to ensure a best in class quality framework.

Critical to this role will be driving a culture of Operational Excellence, focussing on insights and continuous improvement with a need to be an “out of the box thinker”.

You will be instrumental in overseeing the quality function and working collaboratively with internal stakeholders, operational leads and our clients to identify opportunities that will deliver continuous improvement in our customer experience.

The Role -

Main Responsibilities Will Include

• Lead the development of the quality improvement and performance strategy ensuring we have robust governance arrangements in place and client insights
• Create and support the overall vision, strategy and execution plan for quality, compliance and continuous improvement
• Focus quality initiatives on a proactive upstream insight rather than reactive fixes.
• Drive quality improvements and efficiencies along with risk mitigation based on actionable insights, QA analysis, operational performance data, knowledge of process, changing regulations and customer experience
• Identifying opportunities for strategic improvement via engagement with colleagues across the business
• Communicate performance and progress to our leadership team
• Reviewing quality processes and practices to identify opportunity for improvement and efficiency
• Managing and operating within budget
• Leading and supporting the Quality Team to ensure quality requirements are mapped, understood and delivered from onboarding and throughout
• Ensuring consistency and alignment to a standard way of working
• Recommend the strategy for the development of quality delivery in the contact centres, staying abreast of new practices and technologies, ensuring that we gain and maintain recognition for the quality of customer service
• Influence and inspire the business at all levels to create motivated and engaged, quality-focused operational delivery
• Applying evolving best practises, develop continuous improvement plans and make appropriate and cost-effective recommendations to improve operational delivery and client relationships
• Offer insight and knowledge to the organisation on the use of new tools and technologies to improve client delivery – make recommendations to clients before they make recommendations to us
• Deliver cost efficiencies and increased in Customer Satisfaction Scores
  

What We Offer -

• Salary up to £50,000.00 DOE + employee benefits
• Bonus Opportunity
• 35 Days Paid Holiday
• Enhanced CSP & Maternity/Paternity Scheme
• Life Assurance & Private Healthcare
• Comprehensive training to ensure you have the tools to do your job
• Relaxed Dress Code
• Positive working environment
  

Plus much more!

Essential

What we are looking for -

• Previous success in delivering comprehensive quality assurance/continuous improvement strategies
• Senior Management experience in a contact centre, business improvement role.
• Proven track record of using insights, root cause analysis (RCA) and analytics to drive the implementation of bespoke quality solutions focused on continued performance improvement of people and processes
• Previous Leadership experience with excellent communication and relationship building skills
• Strong experience of working with continuous improvement frameworks that focuses on improving customer experience and driving key customer metrics such as NPS, CSAT and FCR
• Proven track record of delivering and embedding quality assurance strategy and operating models within large and complex work streams
• Ability to establish and maintain effective working relationships with coworkers, managers and clients
• Ability to work in a fast-paced changing environment
• Effective Leadership through team building and development
• Leadership qualities and behaviours which maximise employee engagement
• High level of attention to detail and commitment to accuracy and service excellence
• Commercially focused with an understanding of how quality delivery impacts the success of the wider business
• Have the ability to produce both detailed reports for operational consumption and also appropriately summarised Exec level reporting
• Must be able to maintain a strong working knowledge of the wider call centre operation, including operation relationships with clients to be able to continually add value to the wider business