About This Role
Summary of the role
The Back Office Quality Team Manager (BOQTM) will lead a team of Back Office Quality specialists to deliver quality monitoring activity across our back office operational areas. The team will deliver ongoing feedback and support to colleagues to continually enhance the service and experience provided to our customers and to ensure we continue to meet the varying needs of our customers with particular focus on vulnerable customers who are at more risk of detriment.
As BOQTM you will be responsible for developing and implementing a controlled and effective quality function for our back office area. Your role will involve ensuring compliance with regulatory requirements, enhancing customer experience, and leading initiatives to identify and mitigate risks to our customers.
You will be able to tell the bigger picture, providing comfort to key stakeholders and senior management on what areas are doing well and highlighting any key risks and / or areas requiring strengthening, ensuring that management actions are tracked through to delivery.
Please note, as this is a people leadership role the successful applicant will be supported to succeed in their new role through enrolment in the appropriate level of our Diligenta Leadership 'Step' Pathway (subject to eligibility criteria), designed to drive quality and consistency across the organisation.
What you will be doing
- Lead, mentor and motivate a team of Quality Managers, ensuring sufficient skill set and versatility to deliver required Quality Assurance Framework in line with minimum standards.
Deliver technical guidance, help troubleshoot issues and offer solutions.
- Oversee the planning, development and execution of quality related tasks and projects building strong relationships with key stakeholders to ensure success
- Collaborate with cross-functional teams to ensure alignment on goals and project objectives, challenging key stakeholders in order to achieve the best customer outcome
- Deliver robust trend analysis and reporting on customer treatment / outcomes and colleague competence to help inform key management actions and drive improvements including implementing any corrective action required. Be responsible for full Root Cause Analysis (RCA) process for the Back Office functions including complaints RCA.
- Maintain and develop business awareness including technical and regulatory knowledge across key department processes
- Input to relevant governance and calibration forums on quality insights and emerging trends / themes
- Own and adapt QA tools to reflect changes in process, regulation, correspondence etc.
- Drive continuous improvement through analysis of customer outcome fails liaising with coaching teams to determine potential changes to process or frameworks to drive ongoing quality and customer outcomes
- Drive and own best practice within the Back Office Quality Team
- Complete 1 to 1s monthly with team members
- Preparation of all weekly/monthly/quarterly packs for submission to your line manager
- Proactively incorporate Vulnerable Customer legislation and Consumer Duty regulation into our QA Framework
- Work closely with other Quality Leads PAN Account to deliver best in class. Set the standards across Operations, working closely with their colleagues in Voice to ember and deliver one robust QA process which ensures that we are collectively delivering the right outcomes for our customers.
What we are looking for
- Previous quality management experience
- Min of 2 years in a management role
- Regulatory, risk management, vulnerable customer and consumer duty knowledge and awareness
- Strong attention to detail and experience of applying a variety of analysis techniques across both qualitative and quantitative data
- Solid understanding of back office processes/functions
- Excellent communication and interpersonal skills, with the ability to lead and collaborate effectively with diverse teams and experience of managing a wide set of senior stakeholders with conflicting challenges / priorities
- Ability to work under pressure
- Strong organisational, planning and time management skills with the ability to prioritise multiple tasks, working to challenging deadlines
- Strong problem solving skills and critical thinking skills
- Project management experience
The hiring manager to contact is: ginanne.lyon@diligenta.co.uk
Email: ginanne.lyon@diligenta.co.uk
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