Quality Assurance Team Manager

Job Introduction

Quality Assurance Team Manager

Salary £30,000 - £33,000 Depending on experience

Permanent

FT – 35 hours per week

Hybrid – Home & London Hub

As Quality Assurance Team Manager you will be guiding and driving your team as they provide detailed support to our Insurance contact centre.

Our Quality Department are specialists at reviewing customer interactions against a set standard. The feedback they provide support the operations leadership to coach and support colleagues to achieve our goal of exceptional experiences every day.  This requires leadership from a strong and dynamic leader working with precision & pace to maintain excellent service for our customers; internal and external.

As the Team Manager, you will be leading this team with energy, fun and pace to drive high engagement and colleague personal growth. Your overall goal is to ensure the wider team delivery of exemplary standards of customer service, productivity and quality to meet Saga and FCA standards. 

Role Responsibility

As our QA Team Manager you will be directly responsible for the operational performance of the Quality Assurance team across Saga Services.

Your accountabilities will include; 

• Continually seek improvement in service and sales call quality standards, implementing and encouraging a culture of continuous improvement across the business
• Developing and maintaining excellent relationships across all levels of management and depts across Saga
• Working independently on project assignments, understanding, and suggesting solutions to maintain/modify existing QA systems/procedures, and developing new systems and procedures in accordance with regulatory requirements in a business-centric manner
• Responsibility for effective improvements in the regulatory aspects of processes/products across the business
• Ensuring strategic and operational targets are achieved and exceeded
• Analysing and interpreting management information to drive improvements
• Accountability for team performance
• Managing and controlling team activity by formulating, measuring and evaluating key performance objectives
• Contributing to the definition of the regulatory aspects of the business strategy
• Liaising with relevant business areas to ensure that the team are monitoring the effectiveness and quality of service to all customers within the strict guidelines, such as FCA, Data Protection Act, GDPR, and any other relevant regulatory body.

The Ideal Candidate

Our new QA Team Manager will be a passionate people leader but also have an excellent understanding of technical and regulatory requirements. #

You will need to be innovative and creative and promote an environment for change and continuous improvement.

Other skills and experience required include:

• Good level of regulatory knowledge
• Previous management experience
• Motivated, target-driven and results-oriented.
• Excellent understanding of the regulatory requirements regarding the sale and servicing of general Insurance products in a business-focused Contact Centre environment.
• An ability to negotiate and influence at a senior level.

Package Description

Everyday our colleagues deliver exceptional experiences to our customers. We believe exceptional work deserves even more exceptional rewards, that's why we have put together an amazing benefits package for all colleagues.

We offer total flexibility over where you work you choose a place that you feel most comfortable and productive, either from home or in one of our hubs in London, Ashford or Sandwich.

BENEFITS AVAILABLE TO ALL COLLEAGUES:

• Our working week is 35 hours per week, these can be worked flexibly to suit your working style
• 25 days holiday + bank holidays
• Option to purchase additional leave up to 5 extra days
• Pension scheme matched up to 10%
• Life assurance policy on joining us
• Wellbeing programme
• Colleague discounts including family discounts on cruises and holidays
• Range of reductions and offers from leading retailers, travel groups and entertainment companies
• Enhanced maternity and paternity leave
• Grandparents leave
• Company performance related annual bonus - Up to 5%
• Income protection
• Access to Saga Academy, our bespoke learning platform

About the Company

Over the past 70 years we have become the UK's specialist provider of products and services to people aged over 50 in the UK. The Saga brand has become one of the most recognised and trusted brands amongst UK consumers in this demographic, recognised for its high quality products and exceptional standards of service. These include cruises and holidays, insurance, personal finance and the Saga Magazine.

At Saga we are committed to treating all employees fairly and to offering equal opportunities in all aspects of employment and advancement. We value diversity not just because it is the right thing to do, but because diverse teams perform better.

Fair consideration is given to applications from all applicants, including those with disabilities and those over who are over 50 as we are champions of age inclusivity. We are an official Disability Confident Committed employer and ensure that our recruitment process is inclusive and accessible and we will make reasonable adjustments as required. For more information on our DEI policies please visit our Saga Careers page.

​Saga does not accept agency CVs unless specifically engaged on the role by the Talent Acquisition Team. Please do not forward CVs to our recruiters, employees or any other company location. Saga will not be responsible for any fees related to CVs received in this unsolicited manner.

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Saga Group