Key responsibilities

The Quality Team Leader is responsible for:

• Leading, developing, and coaching a team of analysts to deliver consistent results across teams/locations in line with agreed quality standards.
• Ensuring any gaps or risks are identified and addressed quickly and effectively and escalated appropriately.
• Reviewing, developing, and streamlining quality procedures and ensuring these are effectively communicated across all teams/locations.
• Driving customer satisfaction and customer journey processes through data analysis and providing insight to the sites and operational leads.
• Partnering closely with senior management and the client to drive the delivery of key projects to continually improve our quality standards and the customer experience.
• Providing regular reporting to senior management and the client and participating in monthly/quarterly business review meetings.
• Holding regular internal and external calibration/coaching sessions to ensure alignment.
• Undertaking formal quarterly performance reviews and 1:1 meetings with direct reports against KPIs and setting appropriate objectives.
• Direct involvement in the recruitment, selection induction, and ongoing skills development for all direct reports, ensuring we attract and retain the best talent.
• Ensuring an in-depth knowledge and understanding of the needs of the customer and client, associated regulations, and our operating standards.
• Carrying out regular audits/monitoring of quality processes and documentation to ensure compliance and consistency across teams/locations