Quality Assurance Manager
Salary: Competitive
Contract: Permanent, full time, Mon-Fri, 9am-5pm
Location: Hybrid - Travel to Brighton or Nottingham (or any of our other UK offices)
Closing Date: Friday 15th November
Are you an experienced Quality Assurance Leader, looking for a new challenge?
If so, we may have the opportunity you have been looking for. This is a very exciting time to progress your career with us. Domestic & General is a company that not only provides world class sales through customer service but also embodies a culture of high performance, digital capabilities, reward and recognition.
The Quality Assurance Manager is responsible for the day-to-day delivery of the UK Quality Assurance strategy, partnering with stakeholders from across the organisation to drive good customer outcomes. Promoting a culture of ensuring we continuously aim to prevent potential customer harm through managing, developing, and leading a high performing team of customer focused QA Team Leaders.
Key Responsibilities
- Delivery of exceptional customer outcomes, colleague engagement and department level budget targets alongside a balanced scorecard of KPI’s for people and performance measures.
- Knowledge of relevant key regulatory requirements (e.g. FCA Consumer Outcomes, FCA Handbook, Data Protection etc.) and then applying this knowledge to ensure verification activity remains in line with our obligations across our product range.
- Leading the culture, pace and tone of the environment; coaching and mentoring future leaders as opposed to managing people via tasks, targets and processes.
- Driving a culture of achievement, positive support and motivation, modelling and embedding D&G culture and values.
- Successfully leading, embedding and landing change, owning the message and ensuring process adaption at pace within your area.
- Responsible for the delivery of quality assurance reviews, with a focus on ensuring potentially poor customer outcomes are identified and remediated.
- Manage performance and behaviours against various KPIs (primarily focussed on individual quality and productivity), utilising action plans and formal performance management where applicable.
- Support and oversee QA root cause analysis on potential systemic or emerging risks, informed by QA review outcomes.
- Modelling values of trust and integrity in all interactions and taking personal accountability for actions and the delivery of all tasks and objectives.
- Ability to lead group training sessions to staff both within the Quality Assurance department and to the wider business.
About You
- Strong leadership background with excellent communication style. Experienced in managing teams in high change environments to support people through the ‘change curve’
- Strong stakeholder management skills, effectively navigating diverse perspectives and withstanding challenges to ensure successful collaboration and achievement of organisational objectives.
- Change management experience – can oversee complex business change, outcome rather than output focussed, ensuring delivery at pace without impact on operational delivery.
- Significant experience of managing behaviours and individual performance / competency to consistently drive improved results.
- Good commercial insight to understand and balance numerous commercial and operational demands and constraints
- The ability to influence, engage and captivate through effective comms and flexed leadership style.
- Exceptional organisational skills and the ability to prioritize effectively
- Excellent knowledge of Contact Centre on-shore / near-shore market
Working for us, works for you:
- Competitive salary and annual discretionary bonus
- Annual leave – 33 days annual leave (including bank holidays) with an annual option to buy up to 5 additional days of annual leave
- Health cash plan – employer funded cover to enable you to claim money back on essential healthcare costs, including dental, optical, physiotherapy and many more. Cover also includes unlimited access to a 24/7 virtual GP service
- Pension scheme – matched employer contributions up to 5% of basic salary
- Life assurance – employer funded cover of 4x basic salary
- Dedicated online benefit portal offering access to saving and lending facilities, financial wellbeing and support services:
- Salary Finance – access to savings and borrowing through payroll
- Car Leasing – access to a carbon neutral salary sacrifice car leasing scheme, with an all-inclusive monthly cost covering all charge, taxes, insurance, repairs and maintenance on a range of brand-new vehicles
- Travel Loans – interest free loans to help spread the cost of annual travel tickets
- Cycle to Work – tax efficient bike and cycling equipment worth up to £1,000
- Health & Wellbeing – discounted gym membership, online virtual workout sessions, online culinary classes
- OnHand – Giving you the opportunity to be an Eco & Social volunteer via a handy app. Volunteer individually or in groups to get involved in Youth Mentoring, Food Poverty, Homelessness & Elderly help.
- Employee Assistance Programme – specialist advice and support on issues such as finance, relationships, illness and family issues
- Free Domestic & General protection plan – one free plan each year with access to discounted rates of up to 50% on additional plans, including referrals for family and friends
- Employee discounts – access to discounted Sky TV and mobile packages, together with a range of discounts for 100s of online and high street retailers
The culture at Domestic at General is creative, fast-moving and exciting as we’re going through a period of transformational change where customers are at the heart of everything we do… do not miss out on an opportunity to be part of both our culture and growth, apply now!
Domestic & General are an equal opportunities employer, which means we treat people fairly. We view all applications equally, regardless of gender, colour, ethnic background, religion, disability, age, sexual orientation, gender reassignment or marital/family status. We also have a thorough referencing process, which includes credit and criminal record checks.
At Domestic & General, we are proud of our 100-year legacy and excited about our future growth plans. We are expanding our horizons, entering new markets and territories internationally and we need your expertise to help us on the journey.