Team Leader (Quality Assurance) 12 month FTC

A day in the life

As a Team Leader in the Quality team at ManyPets, your role is to make sure your team is on track and working effectively and efficiently. You'll use performance management principles to guide the team to achieve our goals and KPIs, while keeping our ways of working aligned with our company values. You'll be in charge of managing a team of quality executives. Day to day you’ll assign tasks, and making sure everyone's workload is manageable. You'll help develop team members and keep tabs on individual and team performance and providing feedback and coaching where needed. You're the go-to person for any points of escalation and you’ll partner closely with the Training and Quality Manager to share feedback, monitor training, and share improvement deliverables across the wider team.

Core deliverables

• Team Performance: lead and deliver through your teams to meet our goals and targets, sharing feedback, and giving clarity on how their contribution impacts our performance.
• Issue Resolution: Act as the point of escalation for your team, coaching others to be successful and to learn through your recommendations.
• Communication Skills: Communicate effectively with internal teams, your manager, and customers ensuring best outcomes.
• Regulatory Compliance: Ensure compliance with industry standards and regulations related to training, QA, and live desk support.
• Continuous Improvement: Find ways to do things better, whether it's our processes or our people, so we can give our customers even better service.

Skills and competencies

Team Performance

• Make sure the team knows what they need to do by sharing clear plans on a daily, weekly, and monthly basis.
• Make sure all team members are assigned work that helps us reach our goals efficiently.
• Assign work to make sure everyone's fully utilised and working efficiently.
• Use management information to analyse how well we're doing, both as a team and individually.
• Plan work based on the targets we've agreed and available resources in your team.
• Use service standards to decide which tasks are most important for the team to tackle first.
• Identify the right strategies to make the best use of our resources.
• Use measures of both quality and quantity to make sure everyone's work meets our standards and follows regulatory guidance.
• Communicate our business and team goals are and get your teams’ commitment to reaching them.
• Share both our successes and the things we've learned with the team to keep others motivated and develop.
• Coach individual team members with their tasks and personal skills to make sure they can do their best work.

Issue Resolution

• Act as the primary point of contact for issues that require escalation. Address complex problems, determine the appropriate solutions, and ensure the case is resolved efficiently.
• Conduct thorough investigations to understand the root cause of escalated issues. This includes gathering relevant information, analysing the problem, and developing corrective measures to prevent future occurrences.
• Ensure escalated issues are resolved within an appropriate timeframe, providing regular updates to stakeholders. Follow up after resolution to confirm the problem is fully addressed and to gather feedback on the resolution process.
• Identify training needs through feedback and data - highlighting these key areas to the management team.

Communication Skills

• Ensure clear, polite, and empathetic communication to understand and address issues in underperforming team members.
• Handle internal conflicts calmly and diplomatically, aiming for mutually beneficial resolutions to maintain positive working relationship and improvement in service.
• Be flexible and adaptable to navigate diverse colleague interactions and adjust your approach based on individual needs.

Compliance

• Adhere to processes and procedures to ensure consistency and compliance with organisational and regulatory standards.
• Maintain accurate and timely records, files, and databases to ensure data integrity and compliance with our Data Protection requirements.
• Continuously maintain our systems through accurate data entry.
• Actively acquire knowledge of regulatory procedures, our products, and services to provide accurate information and assist customers effectively.

Continuous Improvement

• Make sure everyone gets the training they need to do their job well and avoid any skill shortages that could slow us down.
• Spot processes that don't meet customer expectations and figure out how to make them better. Find and fix processes where possible.
• Inspire your team and encourage them to share ideas on how we can do things better.
• Take action to make sure we're efficient, effective, and providing high-quality service while keeping costs down.
• Keep working on your own skills and performance to keep getting better at your job.
• Develop good relationships with our colleagues so we can all work together to give our customers the best service possible.

What success looks like

• You inspire and support others to achieve outstanding levels of performance through providing clear direction and feedback.
• You conduct agreed, regular quality checks across all team members to ensure they are compliant and meet defined training and quality standards.
• Where quality standards are not met, you take the lead to identify corrective actions and follow through to ensure they are implemented.
• You effectively set personal and team goals to deliver business objectives.
• You cooperate with and respect colleagues, recognising that teamwork exceeds individual efforts. You listen, express, and articulate information effectively.
• You contribute to the business through awareness of the market/industry, controlling team resources and associated costs.
• You prioritise creating the best possible experience for clients and key internal stakeholders.
• You constantly seek to improve business practices through analysis, creativity, problem-solving, and change initiatives.
• You ensure tasks are completed efficiently through effective time, task, and financial management.
• You actively manage any areas of underperformance or absence, in line with our company policies and procedures.
• You actively seek feedback, learn from experiences, and implement improvements in processes, procedures, and customer service practices to drive ongoing growth and development in your role

Smell good?

Apply for the Team Leader (Quality Assurance) 12 month FTC opportunity.