Job Title: Quality Assurance Manager
Location: Bournemouth
Salary: £34,000
About Us: Better is a leading provider of telecommunications solutions, dedicated to delivering exceptional service to our customers. We pride ourselves on our innovative approach and commitment to customer satisfaction. Our Bournemouth office is a vibrant and supportive environment where every team member plays a crucial role in our success.
Benefits:
* Opportunity to work in a dynamic and supportive team environment.
* 25 days holiday plus bank holidays, increasing by 1 day for every year of service, plus your birthday off
* Early finish Fridays
* Central Bournemouth location, just 2 minutes from the beach.
* Monthly staff awards with dinner and drinks at top local restaurants.
* Ongoing training and development opportunities.
* Enjoy events such as summer parties and Christmas celebrations
* Access to discount at popular retailers
About the Teams You'll Lead
The Market Research team is responsible for screening and verifying data before it's passed to the telemarketing team. They speak directly with businesses, conducting short surveys to gather accurate information about their current telecoms and broadband setup. The Quality Assurance team listens to telemarketing calls to ensure best practice, compliance, and a consistently high standard of customer service. They deliver clear, constructive feedback that drives continuous improvement and supports the ongoing development of the telemarketing team.
Key Responsibilities:
* Manage, coach, and mentor the Market Research and Quality teams to deliver consistently high standards.
* Provide weekly and monthly performance reports across both departments
* Use data to identify trends, training needs, and areas for improvement
* Recommend and implement changes to boost efficiency, data quality, and service standards
Market Research
* Ensure the team hits daily/weekly KPIs for outbound research and data collection
* Monitor call scripts and research techniques to ensure consistency and accuracy
* Conduct regular one-to-ones and appraisals, providing clear feedback and career development support.
Quality Assurance
* Manage call auditing processes and set clear quality benchmarks.
* Oversee the regular evaluation of inbound and outbound calls
* Define and refine QA scoring criteria in line with company objectives
* Work with managers across departments to ensure call compliance and customer excellence
What we're looking for:
* Proven experience in a leadership role within Market Research, Quality Assurance, or a similar environment
* Strong analytical and reporting skills
* Confident working with senior stakeholders and driving continuous improvement.
* Driven, organised, and passionate about raising the bar.
Apply Now
If you're ready to lead a high-performing team that delivers both market insight and service excellence, we want to hear from you
Job Types: Full-time, Permanent
Pay: £34,000.00 per year
Experience:
* Quality assurance: 2 years (preferred)
* Management: 2 years (preferred)
Work Location: In person