Legal Quality Team Leader

5 months ago

Leeds, United Kingdom Lowell Group Full time

Summary

**Job Description**:
Legal Quality Team Leader at Overdales Legal

Location: Leeds, Thorpe Park, Hybrid working,

We’re Overdales Legal. Regulated by the SRA, we’re one of the largest providers of specialist debt Litigation services in the UK. We’re a proud member of Lowell Group.

Together, we make credit work better for all Our mission is to help customers on the path to becoming debt free; with a real focus on helping our customers pay off their debts in practical and affordable ways. We do this honestly, ethically and by treating our customers with dignity and respect.

We buy debts from lots of different companies in all kinds of sectors as well as provide collection services for other businesses.

Our focus on sustainability, hybrid working, leadership development and career progression makes working at Lowell a rewarding experience.

We’re looking for a Legal Quality Team Leader to join our team and lead our Legal Quality Monitors who are responsible for checking the quality of voice and written work across all business areas. Together you’ll make sure there is oversight and adherence and compliance with pre-agreed quality frameworks and processes for each department as well as external clients.

You’ll support the team and work with them to make sure that they are productive and efficient in what they do always looking to streamline where possible, managing KPI’s and SLA’s. In addition, you’ll have oversight of your teams’ outputs making sure they are reaching the correct outcomes on their audits, maintaining consistency across 1st line assurance, 2nd line assurance and all other business areas. You’ll build close relationships with their customer ‘the Operation’ and do this via collaboration to ensure the best outcome is provided for our Clients Customers.

Key accountabilities:
- Maintain a high level of engagement within the Quality Team, that all team members are supported and engaged in their role.- To be responsible for planning and managing the overall resource within the Quality Team. This includes creating and maintaining a capacity plan to meet all Quality activity, incorporating shrinkage for the department and driving a productive team.- Ensure the team and the business are compliant and follow SRA and FCA regulations.- Chair calibration sessions with the team and customer facing departments within the business to ensure alignment across processes and outcomes. Document any improvements in procedures identified and submit improvements through the change process.- To be responsible for creation and ongoing development of all quality-based scorecards ensuring that they are in line with departmental policies, procedures and overall regulatory requirements.- Working collaboratively with the second line of defence team to ensure overall quality consistencies across the business to ensure regulatory standards/expectations are achieved.- Working collaboratively with the client, providing calls for them to audit and reviewing the feedback prior to the data being shared with key stakeholders.- Create a monthly MI pack for key stakeholders presenting monthly quality results, calling out common trends and highlighting any process gaps.

Knowledge, Skills and Experience:
- Awareness of regulatory requirements that impact quality control in a contact centre/debt recovery environment.- A current people leader who can demonstrate experience of managing challenging situations and the ability to drive a culture of new ideas, best practices and new ways of working.- Ability to analyse MI and present reports/recommendations for improvement based on things like trend analysis- An understanding of quality assurance processes and the litigation side of debt recovery (desirable)- Highly organised and able to meet deadlines, prioritise work.- The ability to build relationships and collaborate.- The ability to make sound judgements and decision to gain buy in.- A keen eye for detail and curiosity to question when things don’t make sense.

So, whatever your culture, gender identity, religion, ethnicity, age, neurodiversity, or disability status, if you’re ready to help us make credit work better for all, we think you’ll fit right in.

Our people are our strength, so we build strong teams thriving with diverse voices, and offer benefits that can keep our people strong.

That means- A competitive salary.- A discretionary annual bonus for a job well done.- 3% flexible benefits; pick additional benefits or take as cash each month. Whether this is extra holiday or dental cover there will be something for you.- We are committed to a hybrid working environment, where we will ask you to work in our Leeds office, which will be based in Thorpe Park. Our new purpose-built office to support collaborative working and those meaningful moments you’ll only get from being in the office.- Free parking when you are in the office and when working from home, you’ll be fully equipped with

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