About The Role
Team – Quality Assurance
Working Pattern - Hybrid – 2 days per week in the Vitality Stockport Office. Full time, 35 hours per week.
We are happy to discuss flexible working!
Top 3 skills needed for this role:

• Strategic Leadership
• Operational and Customer Excellence
• Evidencing Impact

• Develop and align departmental strategy with operational and strategic goals
• Collaborate with Strategic Enablement to identify opportunities in Knowledge Management, L&D, and Operational Effectiveness
• Integrate AI, speech, and text analytics into QA processes
• Measure departmental impact on performance and enablement outcomes
• Anticipate regulatory/internal risks and recommend service improvements
• Ensure compliance with ISO 9001 and act as audit liaison
• Maintain legal and regulatory standards across QA, including Consumer Duty and Operational Resilience
• Define and track quality metrics to drive excellence and customer satisfaction
• Build strong relationships with senior leaders to align QA with strategy
• Manage a £1.5M budget, ensuring value and forecast alignment
• Optimise QA resources to support lean, customer-focused models
• Use statistical analysis to inform strategy and decision-making
• Apply risk-based models to prioritise QA coverage
• Promote best practice sharing and cross-departmental collaboration

• Minimum of 5 years’ experience in contact centre environment or equivalent
• Experience managing change in a high innovation environment
• You must be able to demonstrate exceptional leadership skills and be able to influence at all levels.
• Previous experience of managing teams and coaching support staff is also essential
• Familiarity with emergent technologies in QA such as speech & text analytics, AI, and automation tools

• IQA certified or relevant professional QA qualification

• Bonus Schemes – A bonus that regularly rewards you for your performance
• A pension of up to 12%– We will match your contributions up to 6% of your salary
• Our award-winning Vitality health insurance – With its own set of rewards and benefits
• Life Assurance – Four times annual salary

• Help you to be the healthiest you’ve ever been.
• Create an environment that embraces you as you are and enables you to be your best self.
• Give you flexibility on how, where and when you work.
• Help you advance your career by playing you to your strengths.
• Give you a voice to help our business grow and make Vitality a great place to be.
• Give you the space to try, fail and learn.
• Provide a healthy balance of challenge and support.
• Recognise and reward you with a competitive salary and amazing benefits.
• Be there for you when you need us.
• Provide opportunities for you to be a force for good in society.