Head of Contact Centre Quality Assurance

TN United Kingdom; Nottingham; Hybrid; GBP 50,000 - 80,000; Full time

Job summary

An established industry player is seeking a Head of Contact Centre Quality Assurance to lead a transformative team in Nottingham. This pivotal role involves ensuring quality outcomes in customer interactions, leveraging voice analytics for operational insights, and fostering continuous improvement within the Quality Assurance function. You'll collaborate with various stakeholders to drive change and enhance customer experience while investing in team development. The position offers flexible working arrangements, modern workspaces, and numerous benefits, making it an exciting opportunity for those passionate about quality assurance in financial services.

Benefits

Pension

Private Medical Insurance

Bonus

Flexible Benefits

Cycle to Work Scheme

Parental Leave

Access to Training Programs

Modern Workspaces

Rooftop Running Track

Mindfulness Rooms

Qualifications

• Proven experience in leading Quality Assurance functions.
• Deep understanding of regulatory environments and risks.

Responsibilities

• Provide assurance to UK Operations Leadership on Contact Centre performance.
• Lead and develop the Quality Assurance team for continuous improvement.

Skills

Quality Assurance

Change Management

Voice Analytics

Problem-Solving

Leadership

Education

Experience in Financial Services

Regulatory Environment Knowledge

Tools

Amazon Connect Contact Lens

Job description

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Head of Contact Centre Quality Assurance, Nottingham

Client: Capital One

Location: Nottingham, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Reference: 8c0b34aeb312

Job Views: 4

Posted: 02.05.2025

Expiry Date: 16.06.2025

Job Description:

Nottingham Trent House (95002), United Kingdom, Nottingham, Nottinghamshire

About this role

We’re always looking to help customers succeed with credit. We’ve got a well-established Quality Assurance team running internal monitoring programmes that provide a range of point-in-time interaction testing and insights to support the management of customer-facing contact centre teams. We aim to evolve our approach to agent quality assurance and supplier monitoring, utilizing different testing methods to make improvements and drive continuous enhancement. This role will be responsible for testing and reporting on quality across all contact centre areas.

What you’ll do

• Provide assurance to the UK Operations Leadership team that the Contact Centre is delivering in line with intent and providing good outcomes to customers, while identifying potential areas of concern and holding the Operation accountable for remediation.
• Collaborate with stakeholders across Operations to influence change effectively.
• Continuously review the Quality Assurance function to ensure it delivers effective assurance, bringing industry experience.
• Partner with Operational Leadership to enable continuous improvement.
• Lead and develop the Quality Assurance team, investing in their growth.
• Lead the voice analytics strategy to enhance operational monitoring.

What we’re looking for

• Proven experience in a leading Quality Assurance function within Financial Services, with effective reporting skills.
• Deep understanding of the regulatory environment, highlighting potential risks.
• Experience utilizing voice analytics, preferably with Amazon Connect Contact Lens.
• Motivated, enthusiastic, with change management experience to lead an evolving team.
• Strong problem-solving skills with the ability to analyze insights and identify key themes.
• Good judgment skills to understand broader risk profiles.
• Inclusive leadership experience, investing in team development.
• Action-oriented, results-driven with a focus on customer experience.

Where and how you'll work

This is a permanent position based in Nottingham. You’ll work in the Nottingham or London office three days a week (Tuesdays, Wednesdays, Thursdays). Flexible working arrangements are available.

What’s in it for you

• Contribute to a transformative organization with career progression opportunities.
• Access to Capital One University training programs and external development.
• Core benefits including pension, bonus, holiday entitlement, private medical insurance, and flexible benefits like season-ticket loans, cycle to work, and parental leave.
• Modern workspaces with amenities like gyms, restaurants, mindfulness and music rooms, rooftop running track, and coffee cafes.

How we recruit

We prioritize diversity and inclusion, partnering with organizations like Women in Finance, Race At Work, Stonewall, and upReach. We offer internal networks and support groups such as REACH, OutFront, Mind Your Mind, Women in Tech, and EmpowHER. We are committed to workplace diversity and provide reasonable adjustments upon request. For support or questions about our recruitment process, please contact us.