Complaints and Sales Quality Assurance Lead

About The Role

As a Quality Assurance Lead, your mission is to assess the performance of both customer led interactions and industry core tasks across the Complaints and Sales teams. Ensuring our people create a positive experience for customers, complete work compliantly and to drive first contact resolution, ensuring that our people are adhering to company processes and industry standards.

• To complete a targeted number of quality checks for our Complaints and Sales agents
• To feedback to our agents on their quality score so that they understand what they did well and what their areas of improvement are, documenting this clearly within Mi Perform
• Assist Team Leaders in feedback and coaching sessions with agents to achieve a high standard of performance across the department
• Develop and implement new quality assurance checks and standards for current and new processes
• Work with Miperform to continually develop their current offering
• Monitor Complaints and Sales interactions in real-time or through recorded calls/communications to evaluate adherence to compliance, company policies, procedures, and service standards
• Identify trends, patterns, and areas for improvement through analysis of customer service data and quality assurance metrics
• Ensure we are identifying vulnerable customers and having relevant conversations, and signposting them to the support we offer
• Document quality assurance findings, recommendations, and actions taken to ensure accountability and transparency
• Provide monthly analysis to Team Leaders, Head of and Director on findings and recommendations and measure the success of what is implemented
• Stay informed about industry best practices, emerging trends, and customer service technologies to continuously improve quality assurance processes and methodologies
• Any other ad-hoc duties as requested by Leadership & Management
• To comply with all DPA and GDPR guidelines, as well as ensuring all of our people are doing the same

You’ll be a self‑motivated, customer centric and results driven individual. You’ll have experience in building relationships and will be able to support members of the wider team. The role will require you to be a strong communicator, both written and verbally. An inquisitive mind and not being afraid to question and challenge the way we do things are prerequisites.

• Strong interpersonal skills with the ability to communicate effectively and influence people at all levels to solve complex problems across multiple areas
• An understanding of regulatory requirements
• High level of numeracy, accuracy and problem-solving ability
• Previous experience in a coaching/quality role
• An understanding of the utilities industry is desirable but not essential
• Ability to multitask and prioritize tasks in a fast‑paced, dynamic environment.
• Excellent communication skills, both verbal and written
• Analytical mindset with the ability to interpret data, identify trends, and make data‑driven decisions
• Competent in using Microsoft Office packages
• Highly motivated, with the ability to work on own initiative and deliver to tight deadlines
• Understand Complaints procedures and regulatory requirements.
• Have an understanding of Sales procedures
• Curious and enjoy problem solving using proven methodologies and learning new ways to identify and manage improvements
• Put the customer at the heart of everything you do
• Passionate about what they do and about making a difference

As a valued member of the team, you will be supporting the Group Environmental Policy and its associated sustainability objectives and targets.

Healthcare plan, life assurance and generous pension contribution
Volunteering Day
Hybrid Working
Various company discounts (including shops, gyms, days out and events)
Holiday of 25 days (plus bank holidays) & ability to buy/sell days
Cycle to work scheme, car pooling and onsite parking available

The fast moving nature of the company’s business means that from time to time you may be asked to perform duties or tasks outside of your original job description on an ad‑hoc basis. This allows the company to use its people in…