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. Its 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
Antic...