Quality Assurance Governance 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: People Leader, Oversight and Governance

Top 3 qualities for this role: Effective Communicator, Analytical and Flexible

 

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 our Quality Assurance Governance Specialist, you'll be at the heart of ensuring accuracy in our 1st Line Quality Assurance, whilst embedding operational governance principles. You'll lead 6 people – two focused on crucial governance, and four who are experts in resolving Quality Assurance disputes.

Quality Governance: You'll be the go-to person for shaping how we manage change within our Quality Assurance operation. This means you'll own the important stuff like managing changes to our evaluation forms, controlling access to our quality systems, and maintaining the accuracy of our reporting data. You'll also be on top of documenting our processes, ensuring version control, handling ad-hoc reporting requests, and making sure everyone's in the loop with clear and engaging communications about changes. As the gatekeeper for change, you'll ensure every modification to our Quality Assurance framework strictly adheres to established processes. You'll partner closely with our Operational Readiness team to scope out potential operational changes that could impact Quality Assurance, then collaborate internally with Quality Leads to seamlessly implement those changes.

Dispute Management: Your team will be the independent voice in resolving all operational quality assurance disputes. You'll ensure they work efficiently and effectively, using smart work optimisation and 'check the checker' audits to maintain accuracy. You'll also be instrumental in generating insightful reports, including trend analysis for both our Quality Assurance and Operational teams, which will be used for quality improvement activity. You'll dive deep into dispute data, spotting trends for our 1st Line Quality Assurance team, and then collaborating with Quality Assurance Leads to boost our overall quality accuracy.

People Leader: Beyond the usual 121’s, coaching, development, and  duties, you'll be a true mentor for your team. You'll provide clear guidance, help your team navigate relationships with our operational partners, and actively work with them to sharpen their governance skills. You'll also be agile, seamlessly moving between supporting Quality Assurance disputes and driving our governance initiatives.

Your key outcomes will be:

Quality Governance

• Process Definition and Scope: Collaborate with Quality Management/Leads to define and refine Quality Assurance processes, including establishing the scope and methodology for their comprehensive documentation
• Documentation and Version Control: Develop and maintain official process documentation, implementing rigorous version control to ensure accuracy and traceability.
• Proactive Change Management Framework: Embed the standard governance procedures to proactively monitor and control changes within the quality landscape, ensuring no unauthorised or undocumented alterati