Lead quality across services that support millions of citizens At Capita , we're looking for an experienced Quality Lead to play a key role in supporting the delivery of critical public sector services. This is an exciting opportunity to join a growing operation and help shape quality standards, performance outcomes and continuous improvement across large-scale customer contact environments. Working closely with operational leaders, training teams and clients, you'll lead quality assurance activity that ensures customer interactions consistently meet regulatory, contractual and service excellence standards. As a Quality Lead, you'll be responsible for driving a culture of quality, identifying opportunities for improvement and ensuring quality frameworks deliver meaningful business and customer outcomes. You'll also play an important role in supporting service mobilisation and ongoing operational readiness. Job title: Call Centre Quality Lead Job Description: Whatyou'llbedoing Leadandcoordinatequalityassuranceactivitiesacrosscustomercontactoperations. Developandmaintainqualityframeworks,scorecardsandassessmentmethodologies. Conductandoverseequalityreviews,auditsandcalibrationsessions. Analysequalitytrendsandidentifyopportunitiestoimprovecustomeroutcomesandoperationalperformance. Partnerwithoperationalleaderstoimplementqualityimprovementplans. Workcloselywithtrainingandlearningteamstoaddressperformancegapsthroughtargetedinterventions. Produceinsightfulreportingandrecommendationsforstakeholdersandclients. Supportservicereadiness,mobilisationactivityandongoingcompliancerequirements. Actasakeypointofcontactforquality-relatedclientdiscussionsandstakeholderengagement. Whatwe'relookingfor Essential PreviousexperienceleadingQualityAssuranceactivitieswithinacontactcentre,customerserviceoroperationalenvironment. Strongunderstandingofqualityframeworks,monitoringprogrammesandperformanceimprovementmethodologies. Experienceconductingqualityassessmentsanddrivingimprovementinitiatives. Abilitytoanalysedataandtranslateinsightsintopracticalactions. Excellentstakeholdermanagementskills,withtheconfidencetoengagewithbothoperationalleadersandclients. Strongcommunicationandinfluencingskills. Experienceworkinginfast-paced,high-volumeserviceenvironments. Abilitytobalancecustomerexperience,complianceandoperationalperformanceobjectives. Desirable Experiencewithinpublicsector,regulatedoroutsourcedserviceenvironments. Experiencesupportingservicemobilisationortransformationprogrammes. Knowledgeofcustomerservicequalityframeworks,compliancerequirementsandperformancemeasurement. Experienceworkingwithmultiplecustomercontactchannelsincludingvoice,emailanddigitalservices. About Capita Capita is an outsourcer, helping clients across the public and private sectors run complex business processes more efficiently, creating better consumer experiences. Operating across 8 countries, Capita ’s 41,000 colleagues support primarily UK and European clients with people-based services underpinned by market-leading technology. We’re a vital support service for our clients, enabling the everyday interactions that we expect to run seamlessly, to run seamlessly. A publicly listed business with adjusted revenue of £2.6bn, Capita ’s areas of focus are Central Government, Local Public Service, Defence, Learning, Fire & Security, Contact Centres and Pensions Solutions. We’re embracing change to respond to the ever-changing needs of society, creating better outcomes for all our stakeholders What’s in it for you? 23 days’ holiday (rising to 27) with the opportunity to buy extra leave The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice Auto-enrolment to our company pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform You’ll get the chance to follow your chosen career path anywhere in Capita . You’ll be joining a network of experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do just that. Our purpose is to create a better outcome for you. What we hope you’ll do next: Choose ‘Apply now’ to fill out our short application, so that we can find out more about you. Equal Opportunities At Capita , we’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. We want everyone to have the best chance of succeeding as they move through their application and start their career with us. We are an equal opportunity and Disability Confident employer, we want to hear from you if you’d like to discuss any adjustments you might need during your recruitment process. Please email or call 07784 237318 and we’ll get back to you to discuss. For more information about equal opportunities and the types of adjustments we can offer, please visit the Capita Careers website. If you have a question that does not relate to adjustments during your recruitment process, please email our Talent Acquisition team - Location: Home-Based - GBR , United Kingdom Time Type: Full time Contract Type: Permanent Originally posted on Himalayas