Vitality Stockport, England, United Kingdom

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Join to apply for the Head of Quality Assurance role at Vitality

Vitality Stockport, England, United Kingdom

Join to apply for the Head of Quality Assurance role at Vitality

Team - Quality Assurance

Working Pattern - Hybrid - 2 days per week in the Vitality Stockport or Bournemouth Office. Full time, 37.5 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.
  
  

Seniority level

• Seniority level

  Executive

Employment type

• Employment type

  Full-time

Job function

• Job function

  Quality Assurance

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