Head of Quality Assurance

About The Role Team – Quality Assurance Working Pattern - Hybrid – 2 days per week in the Vitality Stockport Office. Full time, 35 hours per week.We are happy to discuss flexible working! Top 3 skills needed for this role:

• Strategic Leadership
• Operational and Customer Excellence
• Evidencing Impact

What this role is all about: At Vitality, the Head of Quality Assurance plays a pivotal role in shaping outstanding customer experiences by ensuring every interaction reflects the highest standards. This influential position leads the strategic vision and governance of the Quality Assurance function across our Customer Operations team. The role involves close collaboration with other Enablement functions to ensure Quality Assurance shapes the support our teams receive to drive performance. It’s focused on innovation, leading change, and challenging teams to consistently exceed expectations for both our customers and our people.Key Actions

• Develop and align departmental strategy with operational and strategic goals
• Collaborate with Strategic Enablement to identify opportunities in Knowledge Management, L&D, and Operational Effectiveness
• Integrate AI, speech, and text analytics into QA processes
• Measure departmental impact on performance and enablement outcomes
• Anticipate regulatory/internal risks and recommend service improvements
• Ensure compliance with ISO 9001 and act as audit liaison
• Maintain legal and regulatory standards across QA, including Consumer Duty and Operational Resilience
• Define and track quality metrics to drive excellence and customer satisfaction
• Build strong relationships with senior leaders to align QA with strategy
• Manage a £1.5M budget, ensuring value and forecast alignment
• Optimise QA resources to support lean, customer-focused models
• Use statistical analysis to inform strategy and decision-making
• Apply risk-based models to prioritise QA coverage
• Promote best practice sharing and cross-departmental collaboration

What do you need to thrive?

• Minimum of 5 years’ experience in contact centre environment or equivalent
• Experience managing change in a high innovation environment
• You must be able to demonstrate exceptional leadership skills and be able to influence at all levels.
• Previous experience of managing teams and coaching support staff is also essential
• Familiarity with emergent technologies in QA such as speech & text analytics, AI, and automation tools

Desirable

• IQA certified or relevant professional QA qualification

So, what’s in it for you?

• Bonus Schemes – A bonus that regularly rewards you for your performance
• A pension of up to 12%– We will match your contributions up to 6% of your salary
• Our award-winning Vitality health insurance – With its own set of rewards and benefits
• Life Assurance – Four times annual salary

These are just some of the many perks that we offer! To view the extensive range of benefits we offer, please visit our careers page. Fantastic Benefits. Exciting rewards. Great career opportunities! If you are successful in your application and join us at Vitality, this is our promise to you, w e will:

• Help you to be the healthiest you’ve ever been.
• Create an environment that embraces you as you are and enables you to be your best self.
• Give you flexibility on how, where and when you work.
• Help you advance your career by playing you to your strengths.
• Give you a voice to help our business grow and make Vitality a great place to be.
• Give you the space to try, fail and learn.
• Provide a healthy balance of challenge and support.
• Recognise and reward you with a competitive salary and amazing benefits.
• Be there for you when you need us.
• Provide opportunities for you to be a force for good in society.

We commit to all these things because we want you to feel that you belong, and are supported to be happy and healthy.About The CompanyWe're really excited to announce that we have recently been awarded "Top 10 Best Places To Work" in The Sunday Times Awards 2024!Vitality is a multi-award-winning UK insurance brand, here to make the world a healthier, happier place.We’ve been a purpose and values-driven business from day 1- long before it became fashionable. Our core purpose is to make people healthier and enhance protect their lives. Vitality pioneered shared-value insurance. We incentivise people to live healthier longer lives – they benefit, our business benefits, and society benefits. We’re successful because we attract, develop, and retain the best people – and because we care.Plus, you get to join our 1.7+ million members with access to our unique health insurance and healthy living programme. Just to make sure you know our products inside and out.Ready to find out if we’re the right fit for you? We can’t wait. Diversity & Inclusion At Vitality, we’re committed to diversity and inclusion because it’s good for our employees, for our business, and for society. We welcome applications from individuals of all backgrounds, experiences, and perspectives.Vitality’s approach to sustainability Vitality is a business that drives positive change. We reward people for making and sustaining healthier choices. But healthy people also need a healthy environment. To learn more please visit our Careers page. If we are fortunate in receiving a high volume of quality applications we may need to close this vacancy early. If you are interested, please submit your application as soon as possible.