Quality Assurance Team Manager- 6 months Secondment
Quality Assurance Team Manager- 6 months Secondment
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Job Description
Team Operations
Working Pattern Hybrid 2days 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 frontline 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 daytoday 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
- Daytoday 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 inscope 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.
- Coordinate 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 regulatorylandscape 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 1stor 2ndline control functions.
- Experience or exposure to working with Speech Analytics
- Bonus Schemes A bonus that regularly rewards you for your performance
- A pension of up to 12 We will match your contributions up to 6 of your salary
- Our awardwinning Vitality health insurance With its own set of rewards and benefits
- Life Assurance Four times annual salary
These are just some of the many perks that we offer! To view the extensive range of benefits we offer please visit our careers page.Fantastic Benefits. Exciting rewards. Great career opportunities!
- Help you to be the healthiest youve ever been.
- Create an environment that embraces you as you are and enables you to be your best self.
- Give you flexibility on how where and when you work.
- Help you advance your career by playing you to your strengths.
- Give you a voice to help our business grow and make Vitality a great place to be.
- Give you the space to try fail and learn.
- Provide a healthy balance of challenge and support.
- Recognise and reward you with a competitive salary and amazing benefits.
- Be there for you when you need us.
- Provide opportunities for you to be a force for good in society.
We commit to all these things because we want you to feel that you belong and are supported to be happy and healthy.
About You
About Us
Were really excited to announce that we have recently been awarded Top 10 Best Places To Work in The Sunday Times Awards 2024!
Vitality is a multiawardwinning UK insurance brand here to make the world a healthier happier place.
Weve been a purpose and valuesdriven business from day 1 long before it became fashionable. Our core purpose is to make people healthier and enhance protect their lives. Vitality pioneered sharedvalue insurance. We incentivise people to live healthier longer lives they benefit our business benefits and society benefits. Were successful because we attract develop and retain the best people and because we care.
At Vitality were committed to diversity and inclusion because its good for our employees for our business and for society. We welcome applications from individuals of all backgrounds experiences and perspectives.
Vitalitys approach to sustainability
Vitality is a business that drives positive change. We reward people for making and sustaining healthier choices. But healthy people also need a healthy environment. To learn more please visit our Careers page. #LIHybrid
If we are fortunate in receiving a high volume of quality applications we may need to close this vacancy early. If you are interested please submit your application as soon as possible.
Required Experience:
Manager
Employment Type
Full Time
