Remote QA Lead - Drive Insights & Automation

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

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.