Head of Quality

2 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.
- 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.
- Leading and supporting the Quality Team.

**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.
- Ability to establish and maintain effective working relationships with co-workers, managers and clients.
- 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.

**Benefits**:

- Salary up to £65,000.00 DOE + employee benefits
- Bonus Opportunity
- 35 Days Paid Holiday
- Hybrid Working
- Private Medical Cover
- Enhanced Maternity/Paternity Cover
- Comprehensive training to ensure you have the tools to do your job
- Relaxed Dress Code
- Positive working environment

Plus much more

INDQC1

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