At a Glance
- Tasks: Lead quality assurance activities and improve customer interactions in a dynamic contact centre environment.
- Company: Join Capita, a leading outsourcer supporting public and private sectors across 8 countries.
- Benefits: Enjoy 23 days holiday, paid volunteering days, and a range of lifestyle benefits.
- Other info: Opportunities for career growth and a supportive, inclusive work culture.
- Why this job: Shape quality standards and make a real impact on public services that support millions.
- Qualifications: Experience in quality assurance within contact centres and strong stakeholder management skills.
Lead quality across services that support millions of citizens. At Capita, we're looking for an experienced Quality Lead to play a key role in supporting the delivery of critical public sector services. This is an exciting opportunity to join a growing operation and help shape quality standards, performance outcomes and continuous improvement across large-scale customer contact environments.
Working closely with operational leaders, training teams and clients, you'll lead quality assurance activity that ensures customer interactions consistently meet regulatory, contractual and service excellence standards. As a Quality Lead, you'll be responsible for driving a culture of quality, identifying opportunities for improvement and ensuring quality frameworks deliver meaningful business and customer outcomes. You'll also play an important role in supporting service mobilisation and ongoing operational readiness.
What you'll be doing:
- Lead and coordinate quality assurance activities across customer contact operations.
- Develop and maintain quality frameworks, scorecards and assessment methodologies.
- Conduct and oversee quality reviews, audits and calibration sessions.
- Analyse quality trends and identify opportunities to improve customer outcomes and operational performance.
- Partner with operational leaders to implement quality improvement plans.
- Work closely with training and learning teams to address performance gaps through targeted interventions.
- Produce insightful reporting and recommendations for stakeholders and clients.
- Support service readiness, mobilisation activity and ongoing compliance requirements.
- Act as a key point of contact for quality-related client discussions and stakeholder engagement.
What we're looking for:
Essential:
- Previous experience leading Quality Assurance activities within a contact centre, customer service or operational environment.
- Strong understanding of quality frameworks, monitoring programmes and performance improvement methodologies.
- Experience conducting quality assessments and driving improvement initiatives.
- Ability to analyse data and translate insights into practical actions.
- Excellent stakeholder management skills, with the confidence to engage with both operational leaders and clients.
- Strong communication and influencing skills.
- Experience working in fast-paced, high-volume service environments.
- Ability to balance customer experience, compliance and operational performance objectives.
Desirable:
- Experience within public sector, regulated or outsourced service environments.
- Experience supporting service mobilisation or transformation programmes.
- Knowledge of customer service quality frameworks, compliance requirements and performance measurement.
- Experience working with multiple customer contact channels including voice, email and digital services.
About Capita:
Capita is an outsourcer, helping clients across the public and private sectors run complex business processes more efficiently, creating better consumer experiences. Operating across 8 countries, Capita’s 41,000 colleagues support primarily UK and European clients with people-based services underpinned by market-leading technology.
We’re a vital support service for our clients, enabling the everyday interactions that we expect to run seamlessly, to run seamlessly. A publicly listed business with adjusted revenue of £2.6bn, Capita’s areas of focus are Central Government, Local Public Service, Defence, Learning, Fire & Security, Contact Centres and Pensions Solutions. We’re embracing change to respond to the ever-changing needs of society, creating better outcomes for all our stakeholders.
What’s in it for you?
- 23 days’ holiday (rising to 27) with the opportunity to buy extra leave.
- The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice.
- Auto-enrolment to our company pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more.
- Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology.
- Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform.
- You’ll get the chance to follow your chosen career path anywhere in Capita. You’ll be joining a network of experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do just that. Our purpose is to create a better outcome for you.
What we hope you’ll do next:
Choose ‘Apply now’ to fill out our short application, so that we can find out more about you.
Equal Opportunities:
At Capita, we’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. We want everyone to have the best chance of succeeding as they move through their application and start their career with us. We are an equal opportunity and Disability Confident employer, we want to hear from you if you’d like to discuss any adjustments you might need during your recruitment process.
Please email reasonableadjustments@capita.com or call 07784 237318 and we’ll get back to you to discuss. For more information about equal opportunities and the types of adjustments we can offer, please visit the Capita Careers website. If you have a question that does not relate to adjustments during your recruitment process, please email our Talent Acquisition team - CPScareers@capita.com.
Location: Home-Based - GBR, United Kingdom
Time Type: Full time
Contract Type: Permanent
Call Centre Quality Lead employer: Capita
Capita's Gas Safe Register is an exceptional employer, offering a supportive work culture that prioritises safety and employee well-being. With competitive benefits including a company car, generous holiday allowance, and opportunities for community engagement through volunteering, employees are encouraged to grow both personally and professionally in the vibrant Colchester area. The commitment to diversity and inclusion further enhances the workplace environment, making it a rewarding place for gas professionals to thrive.
StudySmarter Expert Advice🤫
We think this is how you could land Call Centre Quality Lead
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Capita. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Capita before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Call Centre Quality Lead
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Capita:Your cover letter is your chance to shine! Tell us why you want to work at Capita specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Capita!
How to prepare for a job interview at Capita
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
