Quality Team Manager
Home-working
Up to £27,500PA
There will be a 5-week training course with a mandatory 100% attendance.
At Serco, not only is the nature of the work we do important, everyone has a significant role to play, from caring for vulnerable people to managing complex public services. We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.
If you’re looking for a more rewarding and secure home for your talents, look no further than Serco. We need experienced and motivated people who can display the right behaviours to join us and uphold our high standards of customer service. In short, we need people to be there for our customers when they’re needed most. And, in return, we will invest in your training and development to make you an expert in your respective field.
About the role:
The Quality Team Manager role is to lead a team of Quality Coaches in delivering Quality Assurance checks, coaching and feedback to agents, with a focus on improving performance, customer satisfaction and experience, and delivering tailored support to our staff.
What you will need to do the role
- Excellent communication skills, both verbally and written
- Flexible approach to the working environment
- Good understanding of Customer Services contracts and ways of working
- Strong analytical, investigative, and problem-solving abilities with a challenging and inquisitive mindset
- Highly organised and able to work within defined deadlines
- Previous work experience in quality assurance desirable
- Ability to challenge and influence others
- Proficiency in using Microsoft Office products, particularly Excel, Word & Power Point
- Understanding of ISO9001 requirements desirable
The successful candidate will be required to carry out the following responsibilities, activities, and duties:
- Manage a team of Quality Coaches
- Ensure Quality Assurance Checks are completed utilising an established Quality Framework
- Support the on-going improvement of service and individual performance through excellent coaching, mentoring, and feedback delivery
- Deliver against relevant contractual and divisional KPI’s and SLA’s relating to quality
- Lead in the review and investigation of complaints and CSAT (Customer Satisfaction)
- Deliver quality briefings, reports, and analysis to stakeholders (including clients) and management as required
- Support operational colleagues in the effective identification and management of underperformance
- Lead and deliver scheduled Calibration sessions with relevant stakeholders
- Support the development and delivery of Quality Improvement activity, including providing insight and ideas for improvements to systems, processes, training, and frameworks
- Work collaboratively with stakeholders, both in and out of the allocated contract, to share best practice and learnings to enable continuous improvement of the Quality function
- Act as a dedicated Subject Matter Expert on Quality related issues for the allocated contract
- Use different data sources to identify trends, issues, and successes within quality performance and create insight reports on findings
- Support in the delivery of internal and external Quality and related audits
- The duties listed in this Success Profile are neither exclusive nor exhaustive and the post-holder may be called upon to carry out other appropriate duties as required – training and/or support will be provided
What we offer:
- A competitive salary
- A fantastic culture and supportive team; continuous training & development opportunities
- A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Wisdom App, Simply Health Plans, Annual Leave Purchase Scheme and more
- The chance to make a positive difference in a company passionate about diversity and inclusion.
- Weekly Pay
- Access to an enhanced Pension and Serco Share Save scheme (optional)
By joining Serco you will have unlimited access to our Global Employee Networks – SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.
Apply
Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment.
At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leader employers and holder of the Gold Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. For help with your application please contact 0345 010 4000.
At Serco we support fair access to employment for those with unspent criminal convictions through the ‘Ban the Box’ pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.
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