Call Centre Quality Lead

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. Experienceconductingqualityassessmentsanddrivingimprovementinitiativ