Enable job alerts via email!

QA Team Lead

Cactus Search

England

Hybrid

GBP 33,000

Full time

30 days ago

Job summary

Une entreprise technologique en pleine croissance recherche un Manager d'Équipe Assurance Qualité pour transformer l'expérience client. Ce rôle crucial dans un environnement de contact centre implique la gestion d'équipe, l'analyse des données et la mise en œuvre d'améliorations basées sur des insights. Ce poste offre un salaire compétitif, un modèle de travail hybride et des opportunités de développement personnel.

Benefits

Modèle de travail hybride
Jours de vacances généreux
Opportunités de développement personnel
Culture d'équipe amicale

Qualifications

  • Expérience antérieure dans la gestion d'une équipe dans un environnement QA ou de service client.
  • Compétences en analyse de données et présentation aux parties prenantes.
  • Détails et approche proactive au travail.

Responsibilities

  • Diriger et développer une équipe de spécialistes QA.
  • Effectuer des évaluations qualité et analyser les interactions clients.
  • Utiliser des outils d'analyse pour informer les décisions commerciales.

Skills

Gestion de l'équipe
Analyse de données
Communication
Gestion des parties prenantes

Job description

Job Title: Quality Assurance Team Manager – Customer Experience
Location: Brighton (Hybrid)
Salary: Circa £32.5k + Benefits
Type: Full-time, Permanent

Be part of a fast-growing, tech-driven company that's transforming customer experiences across the UK.

We’re looking for a Quality Assurance Team Manager to join a thriving customer experience department. You’ll work with a high-performing, supportive team focused on delivering exceptional service and championing continuous improvement within a contact centre environment.

This is a fantastic opportunity for someone with team management experience, a background in customer service or sales, and a passion for using data and insights to drive change.

The Role

In this role, you’ll be responsible for leading a team within the QA function — overseeing quality assessments, analysing customer interactions, and presenting actionable insights to improve performance, compliance, and customer outcomes.

You’ll run root cause analysis, coaching sessions, and use speech analytics tools to ensure the highest quality standards are consistently met.

Key Responsibilities

Lead, coach and develop a team of QA specialists, helping them reach their goals and grow professionally.
Conduct in-depth reviews of customer interactions, evaluating technical accuracy, soft skills, and regulatory compliance.
Carry out real-time and retrospective quality assessments.
Use data to identify improvement opportunities and produce clear, actionable reports.
Facilitate stakeholder feedback sessions and team focus groups.
Collaborate with cross-functional teams to implement improvements across the customer journey.
Utilise speech analytics tools to uncover performance insights and inform business decisions.
Manage workload effectively, ensuring SLAs and quality standards are consistently achieved.
What We're Looking For

Previous experience managing and coaching a team in a QA or customer service environment.
Strong background in contact centre operations or a customer-facing role.
Skilled in analysing data and presenting findings to senior stakeholders.
Excellent communication and stakeholder management abilities.
Detail-oriented with a proactive and organised approach to work.
Able to work independently and as part of a collaborative team.
Passion for customer service and a drive to continuously improve experiences.Benefits

Hybrid working model (4 days office, 1 day at home per week)
Competitive salary and performance-based bonus
25 days holiday + bank holidays
Personal development opportunities and clear progression
Friendly, supportive team culture with regular socialsInterested?

If you're a quality-focused team leader ready to take the next step in your career, apply now to be considered for this exciting opportunity

Job Info

Job Title:

Company:

Cactus Search

Location:

Brighton, East Sussex

Posted:

Jul 16th 2025

Closes:

Aug 16th 2025

Sector:

Customer Services

Contract:

Permanent

Hours:

Full Time

Welcome to Fresh Jobs the place to find the freshest job vacancies and career advice.

Get your free, confidential resume review.
or drag and drop a PDF, DOC, DOCX, ODT, or PAGES file up to 5MB.

Similar jobs