Liberty Blume
Integrity and Assurance Manager (Quality Assurance)
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Quality Assurance Analyst - Maternity Cover
We're hiring a Quality Assurance Analyst to join us in Bradford. This will be a maternity cover for 6-12 months with potential to become permanent due to company growth.
About the Role
This role will involve monitoring the Customer Journey whilst developing and implementing improvements to increase customer satisfaction and to mitigate risks. You will be managing the Quality Assessments of our People Services team, by auditing E2E activities and providing insight to the leadership team. Collect, analyse and interpret customer interactions to identify training gaps, risks and opportunities for improvement. Implementation of requirements through implementation of these through, feedback, coaching and training plans.
Key Responsibilities
- Responsible for overseeing the department’s HR and Payroll quality control.
- Ensuring for maintaining/improving procedures for quality control and ensuring that our practices adhere to legislation, internal procedures and SLA/KPIs.
- Embedding and measuring KPIs across all operations that affect quality requirements.
- Conducting quality audits and implementing corrective measures to mitigate compliance risks.
- Reporting incidents of quality assurance and non-compliance manager to the Senior Risk and Compliance Manager.
- E2E auditing our People Operations calls and emails providing valuable feedback and coaching to People Advisors to ensure we meet our regulatory requirements and achieve the highest standards of service quality.
- Participating and leading workshops to improve processes and increase customer satisfaction.
- Investigating the resolution of employee-related complaints providing coaching and feedback to the advisor/s.
- Identifying trends and reporting to senior stakeholders where required.
- Producing accurate reports and recommendations.
- Process Management
- Ensuring all policies and processes are understood by the People Services Team. Taking ownership to rectify any concerns/errors as appropriate and futureproofing where necessary.
- Engaging the People Services Team with the right guidance, signposting them and training where required.
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Continuous Improvement
- Understanding all relevant performance indicators and using performance information to continually improve services through reporting, mentoring and coaching.
- Contributing towards our people strategy, with a view to identifying means of improving employee experience.
- Defining and implementing procedures and coaching sessions for ensuring optimal customer satisfaction.
Coaching and Training
- Coaching to advisors through regular, consistent feedback and Calibration sessions.
- Identifying training gaps and implementing training sessions when required.
- Coordinating and facilitating call calibration and training sessions for people services advisors.
- Identifying quality trends, providing feedback and improvement / enhancement reports.
- Driving process improvement and ensuring process compliance.
- Contributing to the development of both the short- and long-term goals of Liberty Global.
- Ensuring quality targets are always met, promoting continuous improvement to CSATs and to coach to deliver a first-rate customer experience.
- Driving first call resolution and quality initiatives in the program.
- Supporting with risk workshops and maintaining risk logs across the department.
What We Look For
- An understanding of the HR employee lifecycle.
- An interest in understanding HR policies and procedures.
- Experience of employee services/engagement within a large organisation/shared services.
- Strong analytical and communication skills, capable of delivering advice, guidance, coaching, training, and delivering Calibration sessions.
- Experience of Customer Experience and what makes an excellent customer journey.
- Experience of Quality Assurance, Risk and Compliance.
- Knowledge of best governance and HR/Payroll practices.
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Benefits
- Competitive salary.
- 25 days annual leave with the option to purchase 5 more.
- Access to wellbeing and mental health benefits such as the Calm app, personal medical, critical illness cover and dental insurance.
- Matched pension contribution up to 10%.
- 24 hours of paid Volunteer Time Off.
- Discounted gym and wellness memberships.
- Access to our car benefit scheme.
- Access to our online learning platform to continue to develop and grow your career with us.
- The chance to join an innovative, fast-paced and passionate team.
About Us
Liberty Blume is a fast-growing, technology led global business services provider and part of the Liberty Global group.
Championing a fresh approach and a curious mindset, we are on a mission to redefine global business services with our technology enabled solutions we deliver efficiency, scale and value.
Whether it’s Business, Procurement or Financial Solutions, our team of passionate specialist have perfected an approach that deal with the demands of today and the markets of the future, so our customers stay one step and ahead and unlock the freedom to grow.
It is an exciting time to join us on our journey as we continue to grow our services; offering a wide range of opportunities to experienced talent who embrace a culture of change and collaboration.
Liberty Blume is part of Liberty Global, one of the world’s leading converged video, broadband and communication companies, with operations in five European countries under the consumer brands Virgin Media, Telenet and UPC.
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