Quality Assurance Operations Lead

Role OVO-View

Team: Customer Enablement

Salary banding:  £60,000 - £70,000

Experience: Expert

Working pattern: Full-Time

Reporting to: Lara Harkins, Head of Outsource Partnerships and Oversight

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

This role in 3 words: Business Partnering, Operational Excellence, Change Management

Top 3 qualities for this role: Leadership, Stakeholder Management, Resilience

 

In the words of the team, you should leave your current role for this one because….

“This is a huge opportunity to build something great, transform a way of working, and make a real impact for the operation”

 

Where you’ll work:

At OVO, we understand that a one size fits all approach doesn’t work for everyone. That’s why we created the OVO Way of Flexibility.

All our roles are hub based (Bristol, Glasgow or London), providing a dedicated space for collaboration, connection and teamwork. You’ll also have the flexibility to work from home.

 

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:

The Quality Assurance team exists at OVO to help provide a great understanding of how we show up for the customer, improve our conversation and stitch together the end to end experience. 

We are on a huge transformation journey, leveraging new processes & technology whilst also changing the way we create insight and provide assurance to the business. Our aim is to shine a light on where we are making a real difference for our customer as well as where things can be improved. This role will lead Operational 1st and 2nd line teams across the UK and India acting as a central point for all things Quality across the operation.

 

This role in a nutshell:

As a Quality Assurance Operations Lead you will work closely alongside our incumbent QA Ops Lead facing into key functional areas within our operation:

• To shape and build our centralised Quality Assurance function 
• Building robust 1st line processes and capability
• Develop, lead and manage our 2nd line assurance function 
• Develop meaningful insight from disparate data sets to identify themes, emerging risks and opportunities 
• Track and measure impacts of improvement initiatives and business change 
• Leverage tech solutions to streamline for improved efficiency and insight
• Provide thought leadership behind the quality framework, scorecards and ensure they are fit for purpose

As one of two QA Operations Leads, you will partner with the designated functions within the operation which span our Customer Care, Customer Operations, Customer Resolutions (Complaints), Commercial and Fulfilment (Metering) functions, working to improve customer outcomes and improve employee experience by ensuring a fair, robust and timely closed loop feedback process. You will also build strong relationships with our Coaching function ensuring that feedback is used to drive continuous improvement. 

You will be highly organised ensuring that there are robust change management mechanisms in place to ensure that quality checks and audits are relevant, consistent and meaningful at all times.

Internally you’ll work with colleagues at all levels with most of your time spent with the Quality Assurance Operations Lead, Operational Oversight Delivery Lead and Quality Managers.  You will also work closely with the Operational Heads of Departments & Directors, strategic change programmes and central functions such as Risk, Compliance and Customer Experience. This role suits someone who is expert at building trust with business owners and senior leadership teams across functional areas.

You will have a team of c.20+ people with a further c.70+ via outsourced partnership, based in India.  You will have strong experience of managing offshore teams and working with outsourced partners.