Quality Assurance Team Leader

**Description**:
**Reports to**: SME Direct Sales Manager

**Location**: Leicester

**Working hours**: Monday to Friday, 37.5 hours a week

We are looking for a Quality Assurance Team Leader to drive sustainable and operational change to create breakthrough benefits. The role will involve you working closely with all departments in the business and having regular meetings with exposure to senior management.

You will work very closely with the Contact Management team in creating an environment that your team can thrive in. You will lead Quality Assurance activities on a day-to-day basis, motivating and inspiring the sales team to achieve their KPIs.

You will be integral in ensuring that an excellent standard of customer service is always provided, alongside full adherence to our company Behaviours, Compliance and Quality Assurance standards. You will also role model our Yu Energy Values.

This is an exciting time to join the Quality Assurance Team as we continue on our mission to be the UK’s Premier business energy supplier.

Passionate and motivated people are the power behind our growth so we’re looking to expand our team and you could be part of our success story.

**What We Need from Yü**:
**Here’s a taste of what you’ll be doing**:

- Day to day leadership of the Quality Assurance team - including Team Meetings, performance management.
- To run 121 and coaching sessions for a team of 6-15 people, responsible for People Development.
- KPI management and monitoring.
- Creating the right environment for the team to thrive - including incentives, coaching and strong communication.
- The role will primarily be Quality Assurance and Training Delivery but may include other elements too.

**Other Duties**:

- Motivate, develop and coach employees and effectively manage performance.
- Complete regular performance reviews - productivity, effectiveness and sales metrics (profit / revenue)
- Stimulate, develop and enhance business relationships.
- Contribute to the overall Contact strategy.

This job description is neither exhaustive nor exclusive and may be reviewed in the future depending upon operational requirements and staffing levels.

**About Yü**:
**If you have what it takes you could be just what we’re looking for**
- A proven track record in managing QA in a call centre / telesales environment.
- Experience within a fast-paced Contact Centre is essential.
- Experience within the Energy industry is essential.
- First-rate communication and interpersonal skills in order to develop your team.
- Motivated to succeed, with a passion for targets and results.
- Excellent initiative and evidence of good commercial thinking.
- Flexible and adaptable to changing business priorities or team make up.

**Benefits**:
**We have a wide range of benefits for our employees including**:

- 24 days annual leave + bank holidays
- Holiday buy - up to 5 additional days
- Day off on your birthday
- Employee Assistance Programme
- Annual salary review
- Learning and development opportunities
- Enhanced paternity, maternity and adoption policies
- Yü made a difference Awards
- Travel Loan Scheme
- 3 days additional annual leave if you get married/civil partnership etc.
- Appointment allowance
- Long service recognition
- Refer a friend payment
- New modern facilities
- Death in service and critical illness cover
- Plus, many more

YUIndeed

**About Yü Group**:
Yü Energy are one of the UK’s fastest growing business gas, electricity and water suppliers, supplying thousands of companies across the UK.

On a mission to shake-up the UK business energy market, our winning combination of expert, personal service and competitive prices are specifically tailored to the needs of commercial customers.