Quality Assurance & Compliance Team Leader
Poulton-Le-Fylde, FY6 8JX (Office Based)
£27,500 to £30,000 per year
Permanent
Full Time (35.25 hours)
Monday to Thursday 08:45 to 16:45, Friday 08:45 to 15:45
Role Summary
Utility Collections is an ambitious, vibrant, and rapidly growing debt-recovery agency within the energy industry. We are seeking a Quality Assurance & Compliance Team Leader based in the Fylde Coast area to lead our QA and compliance function and to support the performance of our teams.
This leadership role is central to driving high standards across the business. You will oversee QA and compliance activity, coach and support team members, guide process adherence, and deliver high-quality performance insights to both staff and line managers. You will work closely with operational teams to ensure service excellence across all areas of delivery.
Duties will include:
Lead and oversee the Quality Assurance & Compliance function, ensuring all processes are followed consistently and effectively.
Support the Quality Assurance & Compliance administrators in conducting quality assurance checks on recorded calls, account management activity and site visit reports ensuring accuracy, professionalism, and full adherence to guidelines which have been set.
Provide leadership and coaching, delivering performance insights and compliance feedback to agents and line managers to support ongoing development.
Manage and maintain accurate, up-to-date records and data trackers.
Coordinate workloads, mentor team members, and champion best practice, supporting continuous improvement across the department.
Undertake additional duties and projects relevant to the team’s area of responsibility and company goals.
Skills and Experience
Strong leadership presence with the ability to motivate, coach, and support others.
Demonstrating a strong eye for detail when reviewing data, reports, and documentation, consistently across all records.
Organised and able to follow processes to deliver a high and consistent service
Good work ethic with the ability to work within defined timescales
Well-presented and approachable
Good communication and ability to handle sensitive and confidential information with discretion.
Motivated to plan and efficiently manage own workload
Proficient in Microsoft Office, Excel and able to adapt to custom built CRM and navigate client platforms and external systems
Desire to truly enjoy where you work and what you do