Quality Assurance & Compliance Team Leader
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 support the performance of our teams.
* Salary: £27,500 to £30,000 per year
* Employment type: Permanent, Full Time (35.25 hours)
* Working hours: Monday to Thursday 08:45 to 16:45, Friday 08:45 to 15:45
* Location: Poulton‑Le‑Fylde, FY6 8JX (office‑based)
Role Summary
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
* Lead and oversee the Quality Assurance & Compliance function, ensuring all processes are followed consistently and effectively.
* Support the QA & 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.
* 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.
* 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.
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