Head of Quality Assurance

Vitality; Bournemouth; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A prominent health insurance firm is seeking a Head of Quality Assurance in Bournemouth. This role focuses on leading the QA strategy, ensuring excellence in customer experiences while maintaining compliance with high standards. Candidates should have significant experience in contact center environments and demonstrate strong leadership skills. This position offers a hybrid work model and several attractive benefits including bonuses and a robust pension plan.

Benefits

Bonus Schemes

Pension up to 12%

Vitality health insurance

Life Assurance

Qualifications

• Minimum of 5 years’ experience in contact centre environment or equivalent.
• Experience managing change in a high innovation environment.
• Exceptional leadership skills to influence at all levels.
• Experience managing teams and coaching support staff is essential.
• Familiarity with emergent technologies in QA.

Responsibilities

• Develop and align departmental strategy with operational goals.
• Collaborate to identify opportunities in Knowledge Management.
• Integrate AI, speech, and text analytics into QA processes.
• Measure departmental impact on performance.
• Ensure compliance with ISO 9001 and act as audit liaison.

Skills

Strategic Leadership

Operational and Customer Excellence

Evidencing Impact

Education

IQA certified or relevant professional QA qualification

Tools

AI analytics

Speech analytics

Text analytics

Job description

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Working Pattern - Hybrid – 2 days per week in the Vitality Stockport or Bournemouth Office. Full time, hours per week.

We are happy to discuss flexible working!

Top 3 skills needed for this role:

• Strategic Leadership
• Operational and Customer Excellence

What this role is all about:

At Vitality, the Head of Quality Assurance plays a pivotal role in shaping outstanding customer experiences by ensuring every interaction reflects the highest standards. This influential position leads the strategic vision and governance of the Quality Assurance function across our Customer Operations team. The role involves close collaboration with other Enablement functions to ensure Quality Assurance shapes the support our teams receive to drive performance. It’s focused on innovation, leading change, and challenging teams to consistently exceed expectations for both our customers and our people.

Key Actions

• Develop and align departmental strategy with operational and strategic goals
• Collaborate with Strategic Enablement to identify opportunities in Knowledge Management, L&D, and Operational Effectiveness
• Integrate AI, speech, and text analytics into QA processes
• Measure departmental impact on performance and enablement outcomes
• Anticipate regulatory/internal risks and recommend service improvements
• Ensure compliance with ISO 9001 and act as audit liaison
• Maintain legal and regulatory standards across QA, including Consumer Duty and Operational Resilience
• Define and track quality metrics to drive excellence and customer satisfaction
• Build strong relationships with senior leaders to align QA with strategy
• Manage a £ budget, ensuring value and forecast alignment
• Optimise QA resources to support lean, customer-focused models
• Use statistical analysis to inform strategy and decision-making
• Apply risk-based models to prioritise QA coverage
• Promote best practice sharing and cross-departmental collaboration

What do you need to thrive?

• Minimum of 5 years’ experience in contact centre environment or equivalent
• Experience managing change in a high innovation environment
• You must be able to demonstrate exceptional leadership skills and be able to influence at all levels.
• Previous experience of managing teams and coaching support staff is also essential
• Familiarity with emergent technologies in QA such as speech & text analytics, AI, and automation tools
• IQA certified or relevant professional QA qualification

Team – Quality Assurance

Working Pattern - Hybrid – 2 days per week in the Vitality Stockport or Bournemouth Office. Full time, hours per week.

We are happy to discuss flexible working!

Top 3 skills needed for this role:

• Strategic Leadership
• Operational and Customer Excellence
• Evidencing Impact

What this role is all about:

At Vitality, the Head of Quality Assurance plays a pivotal role in shaping outstanding customer experiences by ensuring every interaction reflects the highest standards. This influential position leads the strategic vision and governance of the Quality Assurance function across our Customer Operations team. The role involves close collaboration with other Enablement functions to ensure Quality Assurance shapes the support our teams receive to drive performance. It’s focused on innovation, leading change, and challenging teams to consistently exceed expectations for both our customers and our people.

Key Actions

• Develop and align departmental strategy with operational and strategic goals
• Collaborate with Strategic Enablement to identify opportunities in Knowledge Management, L&D, and Operational Effectiveness
• Integrate AI, speech, and text analytics into QA processes
• Measure departmental impact on performance and enablement outcomes
• Anticipate regulatory/internal risks and recommend service improvements
• Ensure compliance with ISO 9001 and act as audit liaison
• Maintain legal and regulatory standards across QA, including Consumer Duty and Operational Resilience
• Define and track quality metrics to drive excellence and customer satisfaction
• Build strong relationships with senior leaders to align QA with strategy
• Manage a £ budget, ensuring value and forecast alignment
• Optimise QA resources to support lean, customer-focused models
• Use statistical analysis to inform strategy and decision-making
• Apply risk-based models to prioritise QA coverage
• Promote best practice sharing and cross-departmental collaboration

What do you need to thrive?

Minimum of 5 years’ experience in contact centre environment or equivalent

Experience managing change in a high innovation environment

You must be able to demonstrate exceptional leadership skills and be able to influence at all levels.

Previous experience of managing teams and coaching support staff is also essential

Familiarity with emergent technologies in QA such as speech & text analytics, AI, and automation tools

Desirable

IQA certified or relevant professional QA qualification

So, what’s in it for you?

Bonus Schemes – A bonus that regularly rewards you for your performance

A pension of up to 12%– We will match your contributions up to 6% of your salary

Our award-winning Vitality health insurance – With its own set of rewards and benefits

Life Assurance – Four times annual salary

These are just some of the many perks that we offer! To view the extensive range of benefits we offer, please visit our careers page.Fantastic Benefits. Exciting rewards. Great career opportunities!

If you are successfulin your application and join us at Vitality, this is our promise to you, we will:

• Help you to be the healthiest you’ve ever been.
• Create an environment that embraces you as you are and enables you to be your best self.
• Give you flexibility on how, where and when you work.
• Help you advance your career by playing you to your strengths.
• Give you a voice to help our business grow and make Vitality a great place to be.
• Give you the space to try, fail and learn.
• Provide a healthy balance of challenge and support.
• Recognise and reward you with a competitive salary and amazing benefits.
• Be there for you when you need us.
• Provide opportunities for you to be a force for good in society.

We commit to all these things because we want you to feel that you belong, and are supported to be happy and healthy.