2 of 2 Permanent Head of QA Jobs in the North of England

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 More ❯

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 More ❯