Service Assurance Lead

TN United Kingdom; Leeds; On-site; GBP 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a dedicated Service Assurance Lead to drive quality initiatives and enhance product performance. This role focuses on leading a team to measure product performance, analyze risks, and implement improvements. You'll work closely with multifunctional teams to ensure service excellence and quality culture. With a commitment to employee well-being, this organization offers a comprehensive benefits package, including healthcare and flexible working options. If you're passionate about quality assurance and eager to make a significant impact, this opportunity is for you.

Benefits

Discretionary bonus and commission schemes

33 days holiday including Bank Holidays

Critical Illness and Life Insurance

Healthcare, dental, and vision plans

Pension/401k schemes

Cycle to Work Scheme

Employee discounts and perks

Subsidised gym membership

Mental health support

Support for home working and flexible schedules

Qualifications

• Experience leading a service quality or assurance team.
• Strong data analysis and communication skills.
• Experience in a product or service quality role.

Responsibilities

• Lead and prioritize the team's efforts in Service Assurance.
• Identify opportunities for improvement and recommend solutions.
• Provide regular reports to leadership on Service Assurance activities.

Skills

Service quality leadership

Product monitoring

Root cause analysis

Data analysis

Agile methodology

Communication skills

Problem-solving

Job description

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Position at Resolver

The Role

Resolver is a product-led organization committed to maintaining high-quality standards for its products. The purpose of quality within Resolver is to ensure that the end-user experience, both internally and externally, meets expectations. While the VP of Operational Services is responsible for designing the framework and approach to service assurance, this role focuses on the day-to-day delivery of these initiatives.

This role involves directing and prioritizing the team in measuring product performance, analyzing risks and issues, and identifying improvements to address issues and mitigate risks. The role will work with multifunctional teams to resolve issues and improve product performance.

Responsibilities

1. Lead and prioritize the team's efforts in Service Assurance.
2. Identify opportunities for improvement or risks and recommend solutions.
3. Provide regular reports to leadership on Service Assurance activities.
4. Review and quality assure the team's work.
5. Drive continual improvement of product monitoring.
6. Act as the interface between the Service Assurance team and product through the Operational Readiness process.
7. Lead initiatives related to Service Health, Customer Health, and Corrective and Preventive Actions.
8. Manage the completion of actions resulting from these initiatives.
9. Identify gaps in root cause analysis capabilities.
10. Recommend mitigation strategies to product management for risks and root causes.
11. Coordinate with suppliers and provide necessary evidence for issue escalation.

Experience and Skills

• Experience leading a service quality or assurance team.
• Experience in a product or service quality/assurance role.
• Experience with product monitoring, root cause analysis, and issue reporting.
• Experience working within an Agile environment.
• Strong data analysis and communication skills.
• Experience working with multifunctional teams and promoting a quality culture.
• Excellent problem-solving skills and inquisitiveness.

Desirable

• Experience analyzing complex incidents.
• Knowledge of Lean, Six Sigma, or Kaizen methodologies.

Benefits

We offer a competitive salary and benefits package, including:

• Market-competitive pay based on skills and experience.
• Discretionary bonus and commission schemes.
• 33 days holiday including Bank Holidays.
• Critical Illness and Life Insurance.
• Healthcare, dental, and vision plans.
• Pension/401k schemes.
• Cycle to Work Scheme.
• Employee discounts and perks.
• Subsidised gym membership.
• Mental health support and access to an in-house psychologist.
• Support for home working and flexible schedules.

This role meets the requirements under the Rehabilitation of Offenders Act 1974. All applicants will undergo an enhanced DBS check. Resolver is an equal opportunity employer committed to diversity and inclusion.