Capita
Call Centre Quality Lead
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Lead quality across services that support millions of citizens
At Capita, we're looking for an experienced Quality Lead to play a key role in supporting the delivery of critical public sector services.
This is an exciting opportunity to join a growing operation and help shape quality standards, performance outcomes and continuous improvement across large-scale customer contact environments.
Working closely with operational leaders, training teams and clients, you'll lead quality assurance activity that ensures customer interactions consistently meet regulatory, contractual and service excellence standards.
As a Quality Lead, you'll be responsible for driving a culture of quality, identifying opportunities for improvement and ensuring quality frameworks deliver meaningful business and customer outcomes. You'll also play an important role in supporting service mobilisation and ongoing operational readiness.
Job title: Call Centre Quality Lead
Job Description
What you'll be doing
- Lead and coordinate quality assurance activities across customer contact operations.
- Develop and maintain quality frameworks, scorecards and assessment methodologies.
- Conduct and oversee quality reviews, audits and calibration sessions.
- Analyse quality trends and identify opportunities to improve customer outcomes and operational performance.
- Partner with operational leaders to implement quality improvement plans.
- Work closely with training and learning teams to address performance gaps through targeted interventions.
- Produce insightful reporting and recommendations for stakeholders and clients.
- Support service readiness, mobilisation activity and ongoing compliance requirements.
- Act as a key point of contact for quality-related client discussions and stakeholder engagement.
What we're looking for
Essential
- Previous experience leading Quality Assurance activities within a contact centre, customer service or operational environment.
- Strong understanding of quality frameworks, monitoring programmes and performance improvement methodologies.
- Experience conducting quality assessments and driving improvement initiatives.
- Ability to analyse data and translate insights into practical actions.
- Excellent stakeholder management skills, with the confidence to engage with both operational leaders and clients.
- Strong communication and influencing skills.
- Experience working in fast-paced, high-volume service environments.
- Ability to balance customer experience, compliance and operational performance objectives.
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Desirable
- Experience within public sector, regulated or outsourced service environments.
- Experience supporting service mobilisation or transformation programmes.
- Knowledge of customer service quality frameworks, compliance requirements and performance measurement.
- Experience working with multiple customer contact channels including voice, email and digital services.
About Capita
Capita is an outsourcer, helping clients across the public and private sectors run complex business processes more efficiently, creating better consumer experiences. Operating across 8 countries, Capita’s 41,000 colleagues support primarily UK and European clients with people-based services underpinned by market-leading technology.
We’re a vital support service for our clients, enabling the everyday interactions that we expect to run seamlessly, to run seamlessly.
A publicly listed business with adjusted revenue of £2.6bn, Capita’s areas of focus are Central Government, Local Public Service, Defence, Learning, Fire & Security, Contact Centres and Pensions Solutions. We’re embracing change to respond to the ever-changing needs of society, creating better outcomes for all our stakeholders.
What’s in it for you?
- 23 days’ holiday (rising to 27) with the opportunity to buy extra leave
- The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
- Auto-enrolment to our company pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more
- Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology
- Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform
Get help with your application
Your very own career expert that helps elevate your application to the next level.
You’ll get the chance to follow your chosen career path anywhere in Capita. You’ll be joining a network of experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do just that. Our purpose is to create a better outcome for you.
What we hope you’ll do next:
Choose ‘Apply now’ to fill out our short application, so that we can find out more about you.
Equal Opportunities
At Capita, we’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. We want everyone to have the best chance of succeeding as they move through their application and start their career with us. We are an equal opportunity and Disability Confident employer, we want to hear from you if you’d like to discuss any adjustments you might need during your recruitment process. Please email reasonableadjustments@capita.com or call 07784 237318 and we’ll get back to you to discuss. For more information about equal opportunities and the types of adjustments we can offer, please visit the Capita Careers website.
If you have a question that does not relate to adjustments during your recruitment process, please email our Talent Acquisition team - CPScareers@capita.com.
Location: Home-Based - GBR, United Kingdom
Time Type: Full time
Contract Type: Permanent
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