Quality Assurance Team Manager Hybrid working - Liverpool, United Kingdom - Serco

Description

Quality Team Manager

Home-working

There will be a 5-week training course with a mandatory 100% attendance.

At Serco, not only is the nature of the work we do important, everyone has a significant role to play, from caring for vulnerable people to managing complex public services.

We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services.

And, in return, we will invest in your training and development to make you an expert in your respective field.

The Quality Team Manager role is to lead a team of Quality Coaches in delivering Quality Assurance checks, coaching and feedback to agents, with a focus on improving performance, customer satisfaction and experience, and delivering tailored support to our staff .

Flexible approach to the working environment
Previous work experience in quality assurance desirable
Proficiency in using Microsoft Office products, particularly Excel, Word & Power Point
Manage a team of Quality Coaches
Ensure Quality Assurance Checks are completed utilising an established Quality Framework
Support the on-going improvement of service and individual performance through excellent coaching, mentoring, and feedback delivery
Deliver against relevant contractual and divisional KPI's and SLA's relating to quality
Lead in the review and investigation of complaints and CSAT (Customer Satisfaction)
Deliver quality briefings, reports, and analysis to stakeholders (including clients) and management as required
Support operational colleagues in the effective identification and management of underperformance
Support the development and delivery of Quality Improvement activity, including providing insight and ideas for improvements to systems, processes, training, and frameworks
Work collaboratively with stakeholders, both in and out of the allocated contract, to share best practice and learnings to enable continuous improvement of the Quality function
Act as a dedicated Subject Matter Expert on Quality related issues for the allocated contract
Use different data sources to identify trends, issues, and successes within quality performance and create insight reports on findings
Support in the delivery of internal and external Quality and related audits
The duties listed in this Success Profile are neither exclusive nor exhaustive and the post-holder may be called upon to carry out other appropriate duties as required - training and/or support will be provided

A competitive salary
continuous training & development opportunities
A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Wisdom App, Simply Health Plans, Annual Leave Purchase Scheme and more
The chance to make a positive difference in a company passionate about diversity and inclusion.
Weekly Pay
Access to an enhanced Pension and Serco Share Save scheme (optional)

By joining Serco you will have unlimited access to our Global Employee Networks - SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and (LGBT & Networks).

Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.
At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leader employers and holder of the Gold Inclusive Employer Standard. For help with your application please contact

At Serco we support fair access to employment for those with unspent criminal convictions through the 'Ban the Box' pledge (some may be exempt due to the nature of the role and the security clearance required).