QA Team Lead - Data-Driven CX Improvements (Hybrid)

Cactus Search; Brighton; Hybrid; GBP 29,000 - 36,000; Full time

Benefits offered by this job

Hybrid working model

Bonus based on performance

25 days holiday + bank holidays

Personal development opportunities

Friendly team culture

Job summary

Cactus Search in the United Kingdom is seeking a Quality Assurance Team Leader to guide a QA team within our Brighton-based customer experience division. The role blends coaching, quality assessments and data-driven insights to continuously improve performance, compliance and customer outcomes.

You will lead root cause analyses, conduct coaching sessions, and use speech analytics tools to drive improvements across the customer journey while maintaining SLAs and high-quality standards.

Qualifications

• Experience leading and coaching a QA or customer service team.
• Background in contact centre operations or customer-facing roles.
• Ability to analyse data and present findings to stakeholders.
• Strong communication and stakeholder management skills.
• Detail-oriented with proactive, organised work approach.

Responsibilities

• Lead and develop a team of QA specialists to achieve goals.
• Review customer interactions for technical accuracy and compliance.
• Conduct real-time and retrospective quality assessments.
• Generate clear, actionable reports from data insights.
• Facilitate feedback sessions and cross-functional improvements.
• Use speech analytics to identify performance insights.
• Ensure SLAs and quality standards are met.

Skills

Team leadership

Data analysis

Stakeholder management

Communication

Quality assurance

Tools

Speech analytics

Job description

Cactus Search in the United Kingdom is seeking a Quality Assurance Team Leader to guide a QA team within our Brighton-based customer experience division. The role blends coaching, quality assessments and data-driven insights to continuously improve performance, compliance and customer outcomes.

You will lead root cause analyses, conduct coaching sessions, and use speech analytics tools to drive improvements across the customer journey while maintaining SLAs and high-quality standards.