Salary
£33,678
Location
LE1 1QG
Job Overview
Key Responsibilities
Quality Strategy & Governance
Develop and deliver the Quality Enablement strategy aligned to business objectives and customer experience goals.
Own and continuously evolve the QE framework, ensuring it reflects regulatory requirements, risk appetite, and operational priorities.
Establish clear quality standards and scoring methodologies for all departments
Support audit activity and provide assurance to senior stakeholders on quality performance and risk exposure.
Leadership & Team Development
Lead, coach, and develop the Quality team to ensure high performance and professional growth.
Set clear objectives, KPIs, and development plans aligned to strategic priorities.
Embed a coaching culture, ensuring feedback is structured, impactful, and measurable.
Act as a subject matter expert in quality, compliance, and customer experience.
Insight, Analytics & Continuous Improvement
Analyse quality data to identify trends, root causes, risks, and improvement opportunities.
Translate quality insights into actionable recommendations for Senior Leadership.
Produce clear, data-driven reporting packs and present findings
Partner with Team Managers & Department Leads to implement improvement plans and measure impact.
Collaborate with Learning & Development to shape training programmes based on quality insight.
Stakeholder Management & Business Partnership
Build strong relationships with senior stakeholders across the business
Influence operational strategy by providing evidence-based quality insights.
Act as the primary escalation point for complex quality-related matters.
Promote engagement with quality standards and ensure accountability across leadership teams.
Systems & Operational Oversight
Oversee administration and optimisation of QA systems and tools (e.g., Evaluagent, MI tools, Salesforce reporting).
Ensure accurate data capture, reporting integrity, and effective MI utilisation.
Continuously review processes to drive efficiency, scalability, and consistency.
Skills and Qualifications required
Experience & Qualifications
Significant experience within a Customer Service or operational environment.
Proven experience leading Quality Assurance or performance frameworks (desirable)
Demonstrated experience managing or mentoring individuals/teams.
Strong analytical capability with experience translating data into strategic insight.
Experience presenting to and influencing senior stakeholders.
Proficiency in Microsoft Office (particularly Excel and PowerPoint).
Experience with Salesforce and/or QA platforms such as Evaluagent (desirable).
Person Profile
Strategic thinker with the ability to balance risk, performance, and customer outcomes.
Strong leadership presence with the ability to inspire and influence at all levels.
Highly analytical with exceptional attention to detail.
Commercially & operationally aware and outcome focused.
Confident communicator with strong stakeholder management capability.
Proactive, resilient, and solutions oriented.
Passionate about continuous improvement and developing high-performing teams.
Hours per week
Permanent- Full time Monday to Friday
Closing Date
15/03/2026
Website
Apply for the job by visiting https://pplprs.co.uk/vacancies/