Quality Assurance Team Leader

We have a fantastic opportunity to become a part of Affinity Water as a Quality Assurance Team Leader.

The role:

We’re looking for an experienced Quality Assurance Lead, that has a passion for quality customer service to join our team. As the Quality Assurance Lead you will be responsible for setting the standard for quality and independently testing on our assurance controls and processes. If you have worked in a contact centre environment and have strong quality experience and skills, we want to hear from you.

Responsibilities:

1. Delivering oversight of our customer contacts against policy, procedure, process, control, and service execution.
2. Collaborating with others to ensure risks and oversight outputs are considered and incorporated within returns and or responses.
3. Use data to understand Contact Centre performance, identify trends and action plans to support improvements, and working with other leads drive actions forward.
4. Lead and manage a team of Quality Assurance Analysts and Coaches across two sites, creating an in-depth understanding of the day-to-day responsibilities of the Quality Assurance Team.

Essential Qualifications and experience required:

1. Working knowledge and experience of quality assurance.
2. Experience of working within regulations, operational policies and procedures.
3. Excellent knowledge of MS Office, databases and information systems.
4. Highly organised, with a strong attention to detail.
5. Proven track record of successful continuous improvement.
6. Strong stakeholder manager and communicator - verbal, written and presentational skills to be able to present in the business.
7. A demonstrable passion for the customer.
8. Understand what value is added by delivering excellence for our customers and delivering experiences that matter.

Interview Process:

Once the advert has closed, the Talent Acquisition Partner managing this campaign will be in touch to confirm if you have been successful or unsuccessful at shortlisting and will discuss the interview process.

Advert Closing Date: 23/11/2024

Benefits include:

• Salary: £35,000 - £40,000 (Depending on skills & experience)
• Hours of work: Operational - 08:30am - 17:00pm (Monday - Thursday) 08:30am - 16:30pm (Friday)
• Learning and development opportunities, including mentoring and a range of formal courses and open learning resources.
• Entry into the company annual bonus scheme.
• Annual leave from 23 - 27 days rising with length of service, and the option to purchase up to 5 extra days.
• A ‘Celebration Day’ in addition to public holidays that people can use to celebrate a religious festival or other occasion that is important to them.
• A generous 'double match pension scheme' that doubles the contributions you make (company contribution capped at 12%).
• We offer a range of family benefits including enhanced Maternity, Adoption, Paternity, Shared Parental Leave, Fertility Support Leave and up to 5 full or 10 half days of paid Carers Leave.
• Menopause policy and Reasonable Adjustment policy to help everyone perform at their best.
• Access to our Wellbeing Centre with support for looking after your physical and mental health.
• Discounts at a Range of Retail Outlets and on Dental and Medical Insurance through our Tap4Perks scheme.
• Up to 4 Affinity days a year to volunteer in the community.
• Life Assurance.
• Disability confident bullet point added to our adverts; if you need to apply in a different format, please contact us.

Affinity Water recognises the benefits of greater diversity in our workforce to better reflect the communities we serve. We are committed to building a more inclusive culture where every member of our workforce can thrive.

You can find out what it’s like to work at Affinity Water through our career site https://www.affinitywatercareers.co.uk/ where our colleagues share their career development stories and you can get a feel for our company culture.