Partner Performance Specialist

 

Role OVO-View

Team: Outsource & Oversight

Salary banding: £33,330 - £48,000

Experience: Mid-level/Expert

Working pattern: Full-Time

Reporting to: Quality Assurance Operations Lead

Sponsorship: Unfortunately we are unable to offer sponsorship for this role.

This role in 3 words: Collaborative, Proactive, Relationship Management

Top 3 qualities for this role: Results driven, Influential Communicator, Project Management

 

Where you’ll work:

Depending on the needs of your business area, we expect hub based people to be in the office at least once a week, and to go to OVO Connection events in-person. 

You’ll be assigned to the closest one of our three hub offices, Bristol, Glasgow, or London; unless your role requires field-based work. Each hub has accessible spaces to park your laptop, is designed to inspire people, help them connect and bring big ideas to life.

Everyone belongs at OVO

At OVO, we are on a mission to solve one of humanity's biggest challenges, the climate crisis. And we know it takes all of us to change the world. That's why we need diverse people from all abilities, gender identities, ethnicities, ages, sexual orientations, life experiences and backgrounds to join us.

Teamworking for the planet

Everything we do here spins around Plan Zero. So, naturally, the team you’ll be joining plays a gigantic role in making that happen. Here’s how:

We’re hiring world-changers. From Zero Carbon Living Advisors to Product Managers, every role we’re hiring plays their own part in our mission; our role is to find those people and bring them on our Zero Carbon journey.

This role in a nutshell:

As a Partner Performance Specialist, you'll be the pivotal link between our UK Quality operations and our third-party quality assurance (QA) partner based in India. Your primary mission will be to ensure this partner delivers exceptional 1st line QA services. This means meticulously managing their performance, driving continuous improvement through actionable insights, and ensuring their adherence to contractual agreements and our overarching QA strategy. You'll be the expert on their output, ensuring the quality and accuracy of their audits directly contribute to our operational excellence.

Reporting directly to the QA Operations Lead, you'll manage the entire 1st-line QA partner relationship. Your core focus will be to ensure their performance consistently excels, driving this through detailed reporting, robust action plans, and critical project management for both new business deployments and seamless phase-outs. You'll also be responsible for managing the operational budget, ensuring cost efficiency, and providing accurate FTE and resource forecasts.

A key aspect of your role involves meticulously checking adherence to contractual agreements, working closely with our Contracts team on any necessary changes or challenges. Furthermore, you'll collaborate with our UK-based 2nd line disputes and 'check the checker' teams, leveraging their insights to pinpoint 1st line opportunities and implement targeted improvement plans with the partner. On top of this, you'll also lead change management within the 1st line QA team, proactively identifying potential operational shifts (such as new initiatives or teams from Governance meetings) and working directly with the operation to seamlessly embed these changes into our QA processes.

While your focus remains squarely on the accuracy and efficiency of the 1st line partner's performance, you'll also serve as the primary point of contact for all partner related matters, ultimately ensuring that their vital assurance work is delivered precisely as per our quality strategy.

You'll undertake frequent travel to India to directly support our partner, driving key initiatives like training and accreditation, fostering strong relationships, and ensuring the successful delivery of strategic action plans.

Your key outputs will be:

• Robust Partner Relationship Management: A crucial output is the cultivation and maintenance of a strong, collaborative, and professional relationship with key stakeholders within the 1st line partner organisation. This involves fostering open communication and building a partnership based on mutual trust.
• Comprehensive Partner Performance Reports: You'll be responsible for producing, analysing, and interrogating regular, analytical reports detailing the 1st line QA partner's performance across key metrics like accuracy, efficiency, and adherence to