Remote Quality Assurance Lead — Automation & Team Coaching

Today, Dunelm; United States; Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Salary advance

Instant discounts

Pension contributions

ShareSave scheme

Wellbeing support

Colleague networks

28 days annual holiday

Cycle to work

Job summary

Dunelm’s Customer Care Centre Quality Assurance Lead will coach a team of Quality Assessors to drive fair, consistent and customer-focused quality and compliance across multiple channels. The role supports evolving QA into automation, analytics and quality management technology, using insights from customer and performance data to push improvements that benefit both customers and colleagues.

The position involves remote work with occasional travel to our Leicester or Manchester offices,

Responsibilities

• 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.

Job description

Dunelm’s Customer Care Centre Quality Assurance Lead will coach a team of Quality Assessors to drive fair, consistent and customer-focused quality and compliance across multiple channels. The role supports evolving QA into automation, analytics and quality management technology, using insights from customer and performance data to push improvements that benefit both customers and colleagues.

The position involves remote work with occasional travel to our Leicester or Manchester offices,