The QA Team Leader is responsible for the day-to-day supervision of a team of QA Agents, whose primary function is to conduct quality assurance assessments on calls (sales, customer service and claims), to manage regulatory and operational risk and assist with the personal development of contact centre staff.
Working closely with the Learning and Development Team, the QA Team Leader will help identify trends and training needs through the analysis of QA results and deliver constructive feedback to sales and customer care management, aimed towards driving a culture of continuous improvement.
Duties & Responsibility
As the QA Team Leader, your primary responsibilities will include:
- Leading a team of QA Agents, ensuring calls are assessed consistently, in line with the existing QA framework.
- Driving the team of QA agents to achieve agreed business KPIs at all times.
- Working closely with the Learning and Development Team to identify trends and training needs through analysis of QA results.
- Providing relevant and constructive feedback to the sales, customer service, and claims teams.
- Escalating complaints and breaches to appropriate management when detected, and supporting the Compliance Team with its investigations.
- Providing an opinion on the practical effectiveness of the QA framework to Compliance and Operations, contributing towards process improvement.
- Conducting ad hoc quality assurance assessments, where required.
- Administering NFS’ QA Appeals process, ensuring that QA assessments escalated for appeal are reviewed appropriately and recorded accurately.
- Maintaining excellent and up-to-date knowledge of NFS’ products, systems, and processes, along with a good understanding of operational and regulatory risk.
- Assisting the wider Risk and Compliance Team with the practical embedding of any changes to the QA framework due to regulatory changes.
- Assisting the Risk and Compliance Team with risk management assurance activity in relation to the QA framework through initiatives such as ‘check-the-checker’.
- Producing regular performance reports and management information to facilitate effective oversight of the function.
- Ensuring that the QA Team adheres to all company policies and procedures.
- Participating in the delivery of ad hoc projects set by the business from time to time.
- Hosting collaboration sessions with sales, customer service, and claims management to ensure the QA framework is understood, enforced consistently, and embedded within the company culture.
