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- Tasks: Lead a dynamic QA team to enhance customer experiences and drive continuous improvement.
- Company: Fast-growing tech company transforming customer service across the UK.
- Benefits: Hybrid work, competitive salary, 25 days holiday, and personal development opportunities.
- Why this job: Join a supportive team and make a real impact on customer satisfaction.
- Qualifications: Experience in team management and a passion for data-driven improvements.
- Other info: Enjoy a friendly culture with regular socials and clear career progression.
The predicted salary is between 26000 - 39000 ÂŁ per year.
Location: Brighton (Hybrid)
Salary: Circa ÂŁ32.5k + Benefits
Type: Full-time, Permanent
Be part of a fast-growing, tech-driven company that’s transforming customer experiences across the UK. We’re looking for a Quality Assurance Team Lead to join a thriving customer experience department. You’ll work with a high-performing, supportive team focused on delivering exceptional service and championing continuous improvement within a contact centre environment. This is a fantastic opportunity for someone with team management experience, a background in customer service or sales, and a passion for using data and insights to drive change.
The Role
In this role, you’ll be responsible for leading a team within the QA function — overseeing quality assessments, analysing customer interactions, and presenting actionable insights to improve performance, compliance, and customer outcomes. You’ll run root cause analysis, coaching sessions, and use speech analytics tools to ensure the highest quality standards are consistently met.
Key Responsibilities
- Lead, coach and develop a team of QA specialists, helping them reach their goals and grow professionally.
- Conduct in-depth reviews of customer interactions, evaluating technical accuracy, soft skills, and regulatory compliance.
- Carry out real‑time and retrospective quality assessments.
- Use data to identify improvement opportunities and produce clear, actionable reports.
- Facilitate stakeholder feedback sessions and team focus groups.
- Collaborate with cross‑functional teams to implement improvements across the customer journey.
- Utilise speech analytics tools to uncover performance insights and inform business decisions.
- Manage workload effectively, ensuring SLAs and quality standards are consistently achieved.
What We’re Looking For
- Previous experience managing and coaching a team in a QA or customer service environment.
- Strong background in contact centre operations or a customer‑facing role.
- Skilled in analysing data and presenting findings to senior stakeholders.
- Excellent communication and stakeholder management abilities.
- Detail‑oriented with a proactive and organised approach to work.
- Able to work independently and as part of a collaborative team.
- Passion for customer service and a drive to continuously improve experiences.
Benefits
- Hybrid working model (4 days office, 1 day at home per week)
- Competitive salary and performance‑based bonus
- 25 days holiday + bank holidays
- Personal development opportunities and clear progression
- Friendly, supportive team culture with regular socials
Interested? If you’re a quality‑focused team leader ready to take the next step in your career, apply now to be considered for this exciting opportunity.
QA Team Leader in England employer: Cactus Search
Contact Detail:
Cactus Search Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land QA Team Leader in England
✨Tip Number 1
Network like a pro! Reach out to current employees on LinkedIn or attend industry events. A friendly chat can give you insider info and maybe even a referral!
✨Tip Number 2
Prepare for the interview by practising common questions related to QA and customer service. We recommend using the STAR method to structure your answers – it’ll help you shine!
✨Tip Number 3
Show off your data skills! Be ready to discuss how you've used data in past roles to drive improvements. Bring examples of reports or insights you've generated.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive!
We think you need these skills to ace QA Team Leader in England
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the QA Team Leader role. Highlight your team management experience and any relevant customer service or sales background to show us you’re the perfect fit!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you’re passionate about quality assurance and how your data-driven insights can improve customer experiences. Keep it engaging and personal!
Showcase Your Achievements: Don’t just list your responsibilities; share your successes! Whether it’s improving team performance or implementing new processes, we want to see how you’ve made a difference in your previous roles.
Apply Through Our Website: We encourage you to apply directly through our website for a smoother application process. It’s the best way for us to receive your application and get to know you better!
How to prepare for a job interview at Cactus Search
✨Know Your Stuff
Before the interview, make sure you’re familiar with the company’s customer experience strategies and how quality assurance plays a role in that. Brush up on your knowledge of speech analytics tools and be ready to discuss how you've used data to drive improvements in previous roles.
✨Showcase Your Leadership Skills
As a QA Team Leader, you'll need to demonstrate your ability to lead and coach a team. Prepare examples of how you've successfully managed a team in the past, focusing on specific challenges you faced and how you helped your team grow and achieve their goals.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving skills and ability to handle real-life situations. Think about scenarios where you had to conduct root cause analysis or implement changes based on customer feedback, and be ready to explain your thought process and outcomes.
✨Engage with Stakeholders
Since stakeholder management is key in this role, prepare to discuss how you’ve effectively communicated insights and collaborated with cross-functional teams. Highlight any experiences where your communication skills led to successful project outcomes or improved customer journeys.
