Vitality

London, England, United Kingdom

Year of creation 2004

Sales figures £900m

Employees > 1000

Headquarters London, England, United Kingdom

Activity Corporate / Direct Employer

Employer Profile — Vitality

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5 IT Permanent Jobs 1 IT Contract Job

Permanent

Quality Assurance Team Manager

Vitality

Published on 29/04/2025

Stockport, England, United Kingdom

About The Role Team - Operations 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: Excellent at building Relationships and Stakeholder Management Leadership and People Manager skills Excellent attention to detail. What this role is all about: Quality Assurance (QA) is a key first line control that helps to detect the risk of poor customer outcomes, whilst providing feedback and support to our front-line colleagues to drive a better customer experience, as well as helping to ensure our regulatory obligations are met. You will be responsible for ensuring the relevant departmental targets are met by closely monitoring individual Quality Consultant KPIs, whilst also effectively managing resource demands by balancing budget and business requirements. Key Actions Day-to-day management of a team of Senior Quality Consultants (SQCs) and Quality Consultants (QCs) potentially across both Stockport and Bournemouth sites (with possible travel in line with business needs). Responsible for ensuring all QA assessments are completed on time and accurately for all in-scope business areas. Build deep understanding of the overarching approach to QA across Vitality to ensure the framework remains relevant, robust, and proportionate for a business this size and scale. Demonstrate strong understanding of the relevant operational areas and how their strategic objectives / changes impact the QA framework, and its effectiveness moving forward, ensuring the control remains relevant and fit for purpose. Co-ordinate the ISO 9001/2015 assessment across the business to efficiently facilitate the review and support the continued achievement of the required standards. Maintain and build effective working relationships across the wider business and with key external suppliers (where applicable) ensuring good knowledge of Vitality key objectives and the regulatory landscape is maintained. What do you need to thrive? Significant experience of proven team leadership capability in a relevant environment (ideally QA). Experience of managing teams against various KPIs and metrics to ensure targets are met (and any subsequent performance management when not). Knowledge and understanding of relevant regulatory requirements and frameworks. Ability to interpret data relating to business performance and share this in a meaningful and insightful way with various key stakeholders. Proven ability to communicate results at various levels and influence other business areas to help support the QA strategy. MS Office based skills. Understanding and experience of working within an insurance based Contact CentreUnderstanding of ISO 90001/2015. Experience working within 1st or 2nd line control functions. Experience or exposure to working with Speech Analytics 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! About The Company We'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. #LI-Hybrid 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.

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