Quality Assurance Lead-MyTechnology

Here at Serco, we are seeking a pro-active, self-motivated Service Quality and Assurance Lead to ensure that the My Technology Service teams are providing expectational excellence through management of feedback, and proactive quality monitoring of all contact type. You will oversee and implement best practise, developing and implementing processes to ensure customer care remains at the forefront of daily activities.

In this key role, you will be an integral member of the Service Operations Team working within a multi-client, SC cleared, ITIL compliant team and will work closely with team managers to ensure that feedback is acted upon constructively supporting and enhancing continual service improvement activity.

As part of this you'll:

• Take ownership of quality review and associated processes for call quality, chat quality and ticket quality including measures and ensuring actions taken/ advise given are correct as well as high levels of customer service are offered.


• Be compliant with My Technology processes and procedures, supporting various audits throughout the year.


• Develop and implement best practise in line with ITIL including Quality Control processes.


• Provide statistical information on quality standards, reporting these to senior managers as required.


• Liaise with team managers and the other leads within My Technology Service operations to ensure that feedback is acted upon appropriately.


• Give side by side coaching with team members as required/appropriate.


• Oversee the execution of tasks assigned and works well with own/ client teams to remove any obstacles.


• Maintain confidentiality when identifying problems with quality and treating staff with respect. Feeding back in the right way.


• Maintain an overall awareness of changes in policies, processes and as services are commissioned and decommissioned.


• Identify potential training needs for Service Desk staff and work with team managers and the Knowledge and Training Lead to develop suitable training programmes in line with requirements identified.
  
  ITIL certified or demonstratable experience of working in an ITIL environment.


• Experience of working in an IT service centre or Service Desk.


• Experience of implementing customer experience improvement initiatives.


• Be office based.


• Have full SC Clearance or be eligible to obtain and sustain.


• Excellent attention to detail.


• Excellent verbal and written skills.


• Good interpersonal skills.


• Maintain confidentiality.
  
  At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services. We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.
  
  Meaningful and vital work: In this position, your work is vital to the business, in terms of decisions and growth. You will gain a world of opportunity working for a globally operating business delivering essential services across 5 vital sectors, personal growth, achievement and development won't be hard to find. You'll also work with great people. You'll find yourself working in a highly motivated, supportive environment where no two days are the same, with experienced colleagues who strive for excellence.


What we offer:

• 25 days annual leave plus bank holidays.


• Annual leave purchase scheme.


• Up to 6% contributory pension scheme


• Flexible working options.


• Free onsite parking.


• Serco discounts which include cinema, merlin entertainment and online shopping discounts, and discounts on mobile phone plans and leisure centre memberships.


• A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Health Cash Plans, free flu jabs and more.


• A wealth of career development training to suit your future aspirations. These range from role specific training, leadership coaching, formal study and much more to support you to build your career with Serco.


• A safe and supportive culture.


• A company passionate about diversity and inclusion.