Quality Assurance Lead - Birmingham, United Kingdom - Wesleyan Assurance Society

Wesleyan Assurance Society

Verified Company

Birmingham, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

We specialise in providing financial services to some of the nation's most trusted professions: _GPs, hospital doctors, dentists and teachers, and have been doing this since 1841_.

Our customers are extraordinary - the people who shape the world we live in for the better. We chose to shape our world around the exceptional. _

We currently employ around 1400 people, and o_ur success comes from a history of evolving to embrace new challenges. Transformation is key to how we work, so no matter what your job title might be, if you are someone who can help us shape the future, you'll fit right in and have a voice here._
We are proud supporters of the ABI _
_Making Flexible Work__ campaign which means we are open to discuss _
_flexible working__, job shares and part time options. We also _
_support hybrid ways of working__, where you can split your week working from home and our iconic Birmingham city centre office_

Your Role:

We have a great opportunity for an experienced Quality Assurance leader to join our team as part of a company wide transformation project, in a new role for us as we strive to implement efficient ways of working and a best-in-class operation.

You will role model, lead and develop a population of Team Managers (who oversee teams of Quality Assurance Technicians) and Learning and Development professionals, ensuring that the department delivers consistently high standards of customer service whilst using effective planning to manage the cost to serve.

We'll look to you to provide strategic ownership/continuous review of the Customer Operations Training & Competency (T&C) regulatory framework and Quality Framework.

You will analyse various data sources and write business cases which drive improvements to customer experience and colleague development.

This role is initially an 18-month contract, and whilst not a guarantee at this stage, may turn permanent within our structure in the future.

What you'll be doing:

Own, and oversee, the Customer Operations Quality framework and Training and Competency Framework, maintaining staff capability and knowledge necessary for all customer facing staff in operations to consistently deliver outstanding service to our customers
Own Customer Operations Customer Experience standards including call standards and best practice. Deploy, embed and champion across all customer facing staff and managers
Support Customer Feedback activity, working closely with Customer Insight and Customer Experience teams. Helping to drive and promote a customer focussed culture, through the identification and implementation of improvements directly driving the Customer Operations Net Promoter Score (NPS)
Demonstrate clear contributions to a staff engagement working group to positively respond to key areas of improvement identified in the employee opinion surveys
Performance Management directly and indirectly through direct reports to realise the potential your staff, through 121s, performance reviews and providing coaching
Resourcing managing the supply of appropriate staff to all areas of the operation in line with requirements, overseeing succession plans, ensuring skill gaps are addresses and managing attrition
Compliance ensuring we operate in accordance with statutory, regulatory and Society requirements in all areas including undertaking regular checks, monitoring KPIs and investigating any complaints or issues
As the department lead, you will create an engaging environment for all colleagues in their teams, promoting health and wellbeing and ensuring that staff reward and recognition / engagement initiatives are in place.

We know the best teams are made up of inclusive groups of diverse people where everyone's contribution counts, and we believe everyone has the right to proudly be themselves.

We're building a culture where difference is actively encouraged and simply recruit the best people for the job irrespective of lifestyle, life history and life choices.

We're looking for:

Experience within a comparable role; ideally leading Quality teams for contact centre and/or backoffice operations, in addition to demonstrable experience of resource/ capacity planning
Accustomed to developing and maintaining quality frameworks to create a clear quality strategy and roadmap
Proven track record of leading interventions which improve staff competency and engagement; you'll understand how to make improvements within areas that require it, including supporting repurposing training to help develop internal capability
A good understanding of continuous improvement and root cause analysis
Experience developing people strategies
Highly motivational and inspirational leadership skills, with the ability to develop a high performing team
Previous success working in a target driven environment
Stakeholder management skills; Experience of communicating with all levels of the organisation including Senior Leaders/Ex