Quality Assurance Lead

Dunelm; Manchester; Hybrid; GBP 60,000 - 85,000; Full time

Job summary

Dunelm's Quality Assurance Lead will head a team of Quality Assessors within our Customer Care Centre, guiding quality and compliance while embracing automation and analytics to improve customer experiences. This remote role involves occasional travel to Leicester or Manchester to align with teams.

You'll drive calibration, analyse customer and performance data, coach staff, and partner with Operations, Training and Change teams to deliver practical improvements across journeys.

Qualifications

• Proven experience leading Quality Assurance or Contact Centre teams.
• Strong knowledge of QA methodologies, calibration and evaluation consistency.
• Experience coaching and developing staff.
• Ability to analyse customer insight data and drive improvements.

Responsibilities

• Lead, coach and develop a team of Quality Assessors, fostering a high-performing culture.
• Ensure consistency and accuracy in QA evaluations through calibration and assurance activity.
• Support delivery of the Quality strategy aligned with customer and business priorities.
• Help introduce automation, analytics and QA tools to the centre.
• Translate quality findings and feedback into actionable improvements for customer outcomes.
• Collaborate with Team Leaders, Operations, Training and Change teams on improvements.
• Monitor quality performance, identify trends and risks, and propose solutions.
• Champion the voice of the customer across journeys to reduce friction.

Skills

Quality leadership

Quality assurance

Coaching

Data analysis

Stakeholder management

Speech analytics

Tools

Quality management systems

Automation tools

Speech analytics

Job description

Overview

At Dunelm, our Customer Care Centre (CCC) plays a vital role in delivering exceptional support to customers across phone, email, live chat and social channels. As our Quality Assurance Lead, you'll lead a talented team of Quality Assessors, ensuring our quality and compliance standards remain fair, consistent and customer-focused. The role is fully remote however occasional travel to our offices in Leicester or Manchester will be required.

This is an exciting opportunity to shape the future of quality assurance within our Customer Care Centre. You'll help drive our quality strategy, lead calibration and assurance activity, and play a key role in evolving our approach from traditional manual QA processes towards greater automation, insight and quality management technology. You'll use customer and performance insight to identify opportunities, influence stakeholders and deliver meaningful improvements that enhance both customer and colleague experiences.

What you'll be doing

• Lead, coach and develop a team of Quality Assessors, creating a high-performing and engaged team culture.
• Drive consistency and accuracy across quality and compliance evaluations through effective calibration and assurance activity.
• Support the delivery and evolution of the Customer Care Centre quality strategy, ensuring it aligns with customer and business priorities.
• Help shape the future of quality assurance by supporting the introduction of automation, analytics and quality management tools.
• Turn quality findings, customer feedback and performance data into actionable insights that improve customer outcomes and colleague capability.
• Partner with Team Leaders, Operations, Training and Change teams to drive continuous improvement initiatives.
• Monitor quality performance, identify trends, risks and customer pain points, and recommend practical solutions.
• Champion the voice of the customer, ensuring quality activity remains focused on creating better customer experiences and reducing friction across customer journeys.

What we'll look for in you

• Proven experience in a Quality Assurance, Customer Experience, Quality Management or Contact Centre leadership role within a fast-paced environment.
• Strong understanding of quality assurance methodologies, calibration processes, evaluation consistency and coaching best practice.
• Experience leading, motivating and developing teams through coaching, performance management and development planning.
• Ability to analyse quality and customer insight data, identify trends and translate findings into tangible business improvements.
• Experience working with quality management systems, automation tools, speech/text analytics or performance reporting platforms.
• Excellent stakeholder management skills, with the confidence to influence Team Leaders, operational stakeholders and senior leaders.
• Strong attention to detail, with the ability to challenge constructively and maintain fair, accurate and consistent quality standards.
• A customer-obsessed mindset, coupled with a passion for continuous improvement, innovation and delivering exceptional customer experiences.