Quality Assurance Governance Specialist

Role OVO-View

Team: Outsource & Oversight

Salary banding: 33330 - 48000

Experience: Mid-level/Expert

Working pattern:Full-Time

Reporting to:Quality Assurance Operations Lead

Sponsorship:Unfortunately we are unable to offer sponsorship for this role.

This role in 3 words: People Leader Oversight and Governance

Top 3 qualities for this role: Effective Communicator Analytical and Flexible

Where youll work:
Depending on the needs of your business area we expect hub based people to be in the office at least once a week and to go to OVO Connection events in-person.

Youll be assigned to the closest one of our three hub offices Bristol Glasgow or London; unless your role requires field-based work. Each hub has accessible spaces to park your laptop is designed to inspire people help them connect and bring big ideas to life.

Everyone belongs at OVO
At OVO we are on a mission to solve one of humanitys biggest challenges the climate crisis. And we know it takes all of us to change the world. Thats why we need diverse people from all abilities gender identities ethnicities ages sexual orientations life experiences and backgrounds to join us.

Teamworking for the planet
Everything we do here spins around Plan Zero. So naturally the team youll be joining plays a gigantic role in making that happen. Heres how:

Were hiring world-changers. From Zero Carbon Living Advisors to Product Managers every role were hiring plays their own part in our mission; our role is to find those people and bring them on our Zero Carbon journey.

This role in a nutshell:

As our Quality Assurance Governance Specialist youll be at the heart of ensuring accuracy in our 1st Line Quality Assurance whilst embedding operational governance principles. Youll lead 6 people two focused on crucial governance and four who are experts in resolving Quality Assurance disputes.

Quality Governance: Youll be the go-to person for shaping how we manage change within our Quality Assurance operation. This means youll own the important stuff like managing changes to our evaluation forms controlling access to our quality systems and maintaining the accuracy of our reporting data. Youll also be on top of documenting our processes ensuring version control handling ad-hoc reporting requests and making sure everyones in the loop with clear and engaging communications about changes. As the gatekeeper for change youll ensure every modification to our Quality Assurance framework strictly adheres to established processes. Youll partner closely with our Operational Readiness team to scope out potential operational changes that could impact Quality Assurance then collaborate internally with Quality Leads to seamlessly implement those changes.

Dispute Management: Your team will be the independent voice in resolving all operational quality assurance disputes. Youll ensure they work efficiently and effectively using smart work optimisation and check the checker audits to maintain accuracy. Youll also be instrumental in generating insightful reports including trend analysis for both our Quality Assurance and Operational teams which will be used for quality improvement activity. Youll dive deep into dispute data spotting trends for our 1st Line Quality Assurance team and then collaborating with Quality Assurance Leads to boost our overall quality accuracy.

People Leader: Beyond the usual 121s coaching development and duties youll be a true mentor for your team. Youll provide clear guidance help your team navigate relationships with our operational partners and actively work with them to sharpen their governance skills. Youll also be agile seamlessly moving between supporting Quality Assurance disputes and driving our governance initiatives.

Your key outcomes will be:

Quality Governance

• Process Definition and Scope: Collaborate with Quality Management/Leads to define and refine Quality Assurance processes including establishing the scope and methodology for their comprehensive documentation
• Documentation and Version Control: Develop and maintain official process documentation implementing rigorous version control to ensure accuracy and traceability.
• Proactive Change Management Framework: Embed the standard governance procedures to proactively monitor and control changes within the quality landscape ensuring no unauthorised or undocumented alterations occur.
• Quality Evaluation Form Management: Serve as the designated owner for all quality evaluation forms overseeing and implementing changes in strict adherence to the established change control process.
• Transparent Change Communication: Ensure all changes including those to evaluation forms process documentation and system access are communicated clearly and comprehensively to relevant stakeholders.
• Quality System Access Control: Manage access controls for all quality assurance systems safeguarding data integrity and system security.
• Reporting & System Collaboration: Youll be the daily point of contact for all reporting needs working with Quality Management and MI teams to support the development and robust change management of Quality Dashboards and systems including enhancing dispute reporting and performance/operational reporting.
• Seamless Operational Integration: Youll collaborate with the Operational Readiness team to identify and scope operational changes impacting Quality Assurance ensuring smooth integration of any changes.
• Bonus Administration & Governance:Youll be responsible for the timely and accurate administration of front line bonuses specifically governing bonus payouts against set performance targets to ensure fairness and alignment with our incentive structures.

Disputes

• Workforce Optimisation: Implement and manage strategies for efficient work optimisation within the dispute process ensuring swift and effective handling of all cases.
• Quality Assurance & Accuracy: Conduct regular check the checker audits on your teams disputes to ensure accuracy consistency and strict adherence to established governance principles.
• Trend Analysis & Improvement: Perform robust trend analysis on dispute data to identify key opportunities for improvement within the 1st Line Quality Assurance Team as well as actionable insights for enhanced performance across our operational teams. Youll work with Quality Management/Leads to transform this insight into action.

Team Leadership

• Guidance and Support: Provide definitive guidance and comprehensive support to your team ensuring they have the clarity and resources needed to excel in both governance and dispute functions.
• Stakeholder Relationship Management: Guide and assist your team in fostering strong collaborative relationships with stakeholders facilitating effective communication and problem-solving.
• Skill Development: Drive the continuous development of key governance and dispute skills within your team ensuring their capabilities align with evolving departmental needs and industry best practices.
• Resource Agility: Effectively manage and optimise resource allocation across disputes and governance workstreams ensuring seamless transitions and consistent performance in both areas.
• Performance Management: Oversee all aspects of performance management including conducting regular 121s providing effective coaching facilitating career development and handlingPeople related matters.

Within your first month youll:

• Meet Your Team: Have individual 121s with each of your 6 Quality Analysts (both Governance and Dispute Analysts).
• Connect with Key Internal Stakeholders: Schedule introductory meetings with the 1st Line Quality Team Lead relevant Operational Leaders all Quality Managers/Leads and your direct manager. Understand their priorities pain points and how your team supports their objectives.
• Understand Departmental Structure: Gain a clear understanding of the overall Quality Assurance departments structure objectives and its place within the wider call centre operation.
• Review Existing Governance Frameworks: Familiarise yourself with all current documentation related to quality evaluation forms change control processes and reporting standards. Identify any immediate gaps or areas needing clarification.
• Understand Dispute Resolution Workflow: Shadow your Dispute Analysts to grasp the end-to-end disputes process from intake to resolution and reporting. Identify current pain points or bottlenecks.
• System Acclimatisation: Gain hands-on familiarity with all relevant quality assurance systems including reporting tools and access controls. Understand how data flows and is utilised.
• Review Dispute Reporting & Trend Analysis: Dive into existing dispute reports and trend analysis. Understand the current methodologies the insights they provide and identify any immediate areas where clarity or depth could be enhanced.
• Identify Immediate Wins: Look for quick opportunities to streamline a small process improve a piece of documentation or resolve a minor dispute-related bottleneck. These early successes build credibility.
• Start Your Teams Development Plan: Based on your initial 121s begin sketching out individual development plans for your team members identifying key skills to enhance.

Youll be a successful Quality Assurance Governance Specialist here at OVO if you

• Lead with Impact: Consistently motivate and develop your team fostering an environment where they feel empowered supported and excel in both governance and dispute resolution.
• Champion Accuracy and Fairness: Ensure all quality evaluations and dispute resolutions are handled with meticulous attention to detail adherence to standards and an unwavering commitment to impartiality.
• Drive Proactive Change: Successfully implement robust governance controls that anticipate and manage changes to quality processes and systems rather than reacting to them.
• Turn Data into Action: Leverage dispute data and trend analysis to provide actionable insights that genuinely improve our 1st Line Quality Assurance accuracy and enhance overall operational performance.
• Build Bridges: Forge strong collaborative relationships with both the 1st Line Quality team and operational stakeholders fostering trust and ensuring seamless communication and alignment.
• Master the Balance: Effectively manage the dual focus of your role seamlessly transitioning between the meticulous requirements of governance and the responsive demands of disputes.

Lets talk about whats in it for you

Well pay you between33330 and 48000 depending on your specific skills and experience.

We keep our pay ranges broad on purpose to give us and you flexibility to match your experience to our zero carbon mission.

Youll be eligible for an on-target bonus of 15%. We have one OVO bonus plan that focuses on the collective performance of our people to deliver our Plan Zero goal.

We also offer plenty of green benefits and progressive policies to help you feel like you belong at OVOand theres flex pay. Well give you 9% Flex Pay on top of your salary 4% of this is auto enrolled into your pension and the remaining 5% is yours to do what you like with. You can use this to buy from our extensive range of flexible benefits including our green benefits which weve put at the heart of our offering add to your pension or even take it as cash.

Heres a taster of whats on offer:

For starters youll get 34 days of holiday (including bank holidays).

For your health
With benefits like a healthcare cash plan or private medical insurance depending on your career level critical illness cover life assurance health assessments and more

For your wellbeing
With gym membership travel insurance workplace ISA will writing services dental insurance and more

For your lifestyle
With extra holiday buying discount dining home & tech loans and supporting your favourite charities with give-as-you-earn donations

For your home
Get up to 400 towards any OVO Energy plan plus great discounts on solar smart thermostats and EV chargers

For your commute
Nab a great deal on ultra-low emission car leasing plus our cycle to work scheme and public transport season ticket loans

Want to hear about our full range of flexible benefits and progressive people policies Our People Team can tell you everything you need to know.

For your Belonging
To find better ways to support our people we need to listen to each others experiences and find ways to build a truly inclusive and diverse workplace. As part of this we have 8 Belonging Networks at OVO. Led by our people for our people - so when you join OVO you can play a part - big or small - with any of the Networks. Its up to you.

Oh and one last thing...
Wed be thrilled if you tick off all our boxes yet we also believe its just as important we tick off all of yours. And if you think you have most of what were looking for but not every single thing go ahead and hit apply. Wed still love to hear from you!

If you have any additional requirements theres a space to let us know on the application form; we want to make the process as easy and comfortable for you as possible.

Required Experience:

Unclear Seniority