Head of Quality

4 weeks ago

Glasgow, United Kingdom Kura Full time

Job Details:
**Job Title: Head of Quality & Compliance**

**Location: Glasgow or Sunderland, UK**

**Hybrid Working**

Kura are currently looking for an experienced and motivated individual to join our team as Head of Quality & Compliance.

The Head of Quality & Compliance has a key role in designing and implementing quality improvement strategy, processes and procedures to ensure positive impact.

Critical to this role will be driving a culture of Operational Excellence, focussing on insights and continuous improvement with a need to be an “out of the box thinker”.

Role details:

- Be conversant in ISO Standards that include: ISO9001, ISO27001, ISO22301, ISO45001 and ISO14001, maintain all ISO Standards and accreditations and associated internal policies and procedures.
- Support and maintain positive relationships with any relevant regulatory bodies.
- Management & Testing of Business Continuity Plans and lead Gold Team.
- Evaluate the efficiency of controls and improve them continuously.
- Revise procedures, reports etc. periodically to identify hidden risks or non-conformity issues.
- Draft, modify and implement company policies.
- FCA Compliance with all reporting and structural requirements.
- Oversee and Manage business PCI compliance.
- Ensure the Senior Management Team are always aware of the key risks, that there is timely progress in mitigating those risks to within risk appetite, and embed a risk aware culture.
- Lead the development of the quality improvement and performance strategy ensuring we have robust governance arrangements in place and client insights
- Create and support the overall vision, strategy and execution plan for quality, compliance and continuous improvement
- Focus quality initiatives on a proactive upstream insight rather than reactive fixes.
- Drive and promote quality improvements and efficiencies along with risk mitigation based on actionable insights, QA analysis, operational performance data, knowledge of process, changing regulations and customer experience
- Identifying opportunities for strategic improvement via engagement with colleagues across the business
- Communicate performance and progress to our leadership team
- Managing and operating within budget
- Leading and supporting the Quality Team to ensure quality requirements are mapped, understood and delivered from onboarding and throughout
- Ensuring consistency and alignment to a standard way of working
- Recommend the strategy for the development of quality delivery in the contact centres, staying abreast of new practices and technologies, ensuring that we gain and maintain recognition for the quality of customer service
- Influence and inspire the business at all levels to create motivated and engaged, quality-focused operational delivery
- Offer insight and knowledge to the organisation on the use of new tools and technologies to improve client delivery - make recommendations to clients before they make recommendations to us
- Deliver cost efficiencies and increase in Customer Satisfaction Scores

**Requirements**:
**Essential**
- Previous success in delivering comprehensive quality assurance/continuous improvement strategies
- Senior Management experience in a contact centre, business improvement role.
- Knowledge and understanding of the ISO Standards and audit procedures
- Experience of risk management /frameworks
- Proven track record of using insights, root cause analysis (RCA) and analytics to drive the implementation of bespoke quality solutions focused on continued performance improvement of people and processes
- Previous Leadership experience with excellent communication and relationship building skills
- Strong experience of working with continuous improvement frameworks that focuses on improving customer experience and driving key customer metrics such as NPS, CSAT and FCR
- Proven track record of delivering and embedding quality assurance strategy and operating models within large and complex work streams
- Ability to establish and maintain effective working relationships with co-workers, managers and clients
- Ability to work in a fast-paced changing environment
- Effective Leadership through team building and development
- Leadership qualities and behaviours which maximise employee engagement
- High level of attention to detail and commitment to accuracy and service excellence
- Commercially focused with an understanding of how quality delivery impacts the success of the wider business
- Have the ability to produce both detailed reports for operational consumption and also appropriately summarised Exec level reporting
- Must be able to maintain a strong working knowledge of the wider call centre operation, including operation relationships with clients to be able to continually add value to the wider business

**Benefits**:

- Salary up to £65,000.00 DOE + employee benefits
- Bonus Opportunity
- 35 Days Paid Holiday
- Hybrid Working
- Private Medical Cover
- Enhanced Maternity/Paternit

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