Integrity and Assurance Manager (Quality Assurance) in Bradford

We're hiring a Quality Assurance Analyst to join us in Bradford. This will be a maternity cover for 6-12 months with potential to become permanent due to company growth. This role will involve monitoring the Customer Journey whilst developing and implementing improvements to increase customer satisfaction and to mitigate risks. You will be managing the Quality Assessments of our People Services team, by auditing E2E activities and providing insight to the leadership team. Collect, analyse and interpret customer interactions to identify training gaps, risks and opportunities for improvement. Implementation of requirements through feedback, coaching and training plans.

The ideal candidate will provide timely, consistent, and relevant information, to all relevant parties, within agreed parameters to maximise customer efficiency and effectiveness. To provide assurance that legislative compliance is being adhered to as per policies and procedures and to promote continual improvement via E2E quality assessments. This is a role that is pivotal to increase customer satisfaction, the customer journey and in ensuring a risk resilient culture across the operation.

What will you be doing?

• Responsible for overseeing the department’s HR and Payroll quality control.
• Ensuring for maintaining/improving procedures for quality control and ensuring that our practices adhere to legislation, internal procedures and SLA/KPIs.
• Embed and measure KPIs across all operations that affect quality requirements.
• Conduct quality audits and implement corrective measures to mitigate compliance risks.
• Report incidents of quality assurance and non-compliance to the Senior Risk and Compliance Manager.
• E2E auditing our People Operations calls and emails providing valuable feedback and coaching to People Advisors to ensure we meet our regulatory requirements and achieve the highest standards of service quality.
• Participate and lead workshops to improve processes and increase customer satisfaction.
• Investigate the resolution of employee related complaints providing coaching and feedback to the advisor/s.
• Identify trends and report to senior stakeholders where required.
• Produce accurate reports and recommendations.

Process Management

• Ensure all policies and processes are understood by the People Services Team.
• Take ownership to rectify any concerns/errors as appropriate and futureproofing where necessary.
• Engage the People Services Team with the right guidance, signposting them and training where required.

Continuous Improvement

• Understand all relevant performance indicators and use performance information to continually improve services through reporting, mentoring and coaching.
• Contribute towards our people strategy, with a view to identifying means of improving employee experience.
• Define and implement procedures and coaching sessions for ensuring optimal customer satisfaction.

Coaching and Training

• Coaching to advisors through regular, consistent feedback and Calibration sessions.
• Identify training gaps and implement training sessions when required.
• Coordinate and facilitate call calibration and training sessions for people services advisors.
• Identify quality trends, provide feedback and improvement/enhancement reports.
• Drive process improvement and ensure process compliance.
• Contribute to the development of both the short- and long-term goals of Liberty Global.
• Ensure quality targets are always met, promoting continuous improvement to CSATs and to coach to deliver a first-rate customer experience.
• Drive first call resolution and quality initiatives in the program.
• Support with risk workshops and maintain risk logs across the department.

We tend to look for people with:

• An understanding of the HR employee lifecycle.
• An interest in understanding HR policies and procedures.
• Experience of employee services/engagement within a large organisation/shared services.
• Strong analytical and communication skills, capable of delivering advice, guidance, coaching, training, and delivering Calibration sessions.
• Experience of Customer Experience and what makes an excellent customer journey.
• Experience of Quality Assurance, Risk and Compliance.
• Knowledge of best governance and HR/Payroll practices.

What’s in it for you?

• Competitive salary.
• 25 days annual leave with the option to purchase 5 more.
• Access to wellbeing and mental health benefits such as the Calm app, personal medical, critical illness cover and dental insurance.
• Matched pension contribution up to 10%.
• 24 hours of paid Volunteer Time Off.
• Discounted gym and wellness memberships.
• Access to our car benefit scheme.
• Access to our online learning platform to continue to develop and grow your career with us.
• The chance to join an innovative, fast-paced and passionate team.

Who we are:

Liberty Blume is a fast-growing, technology led global business services provider and part of the Liberty Global group. Championing a fresh approach and a curious mindset, we are on a mission to redefine global business services with our technology enabled solutions we deliver efficiency, scale and value. Whether it’s Business, Procurement or Financial Solutions, our team of passionate specialists have perfected an approach that deals with the demands of today and the markets of the future, so our customers stay one step ahead and unlock the freedom to grow. It is an exciting time to join us on our journey as we continue to grow our services; offering a wide range of opportunities to experienced talent who embrace a culture of change and collaboration. Liberty Blume is part of Liberty Global, one of the world’s leading converged video, broadband and communication companies, with operations in five European countries under the consumer brands Virgin Media, Telenet and UPC.