Head of Quality

Overview Directs all activities and staff responsible for quality assurance of all products and services Job title: Head of Quality & Compliance Assurance (Pipeline) Job Description : The Head of Quality Operational Compliance and Assurance will lead the charge in ensuring operations meet the highest standards of quality and regulatory compliance. Responsibilities Championing Quality and Compliance: Govern the achievement and remediation of operational and regulatory compliance requirements across VMo2 ensuring adherence to contractual obligations and industry best practices. Leading a Global Team: Manage and mentor a team of Quality professionals (Oversight ICOE and Ops compliance) driving a culture of excellence and continuous improvement. Driving Cross-functional Collaboration: Coordinate with stakeholders across the organization including the Client Capita Compliance Capita Commercial Capita Info Sec and Operations to develop and implement a comprehensive Quality improvement plan. Ensuring Timely Reporting: Deliver all Quality reports to the client in line with agreed SLAs and recovery dates maintaining transparency and accountability. Overseeing Quality Assurance: Conduct audits quality checks and routine call monitoring to identify and address non-adherence to policies and processes. Managing Client Escalations: Support operational leads in addressing client escalations ensuring timely resolution and delivery against agreed improvement plans. Assessing Change Impact: Evaluate the impact of Quality-related changes on the current operational model and contractual obligations minimizing risks and maximizing benefits. Establishing Governance and Accountability: Develop and maintain key governance documents including a RACI matrix for key Quality assurance processes to ensure clarity of roles and responsibilities. Accountabilities & Activities Ensuring Quality and Compliance: Take full ownership for the delivery of Quality and Quality Assurance across the global VMo2 contract ensuring adherence to contractual obligations and regulatory requirements. Leading and Managing: Provide line management oversight to ICOE and other senior Quality managers fostering a high-performing team and driving a culture of excellence. Establishing Governance: Set the strategic direction for Quality Assurance across VMo2 including developing and maintaining key governance documents that outline roles responsibilities and processes. Managing Risks: Proactively assess product compliance and operational risks developing and implementing risk management strategies and action plans to address areas where KPIs or contractual standards are not being met. Addressing Compliance Issues: Act on client and internal compliance / commercial guidance to address compliance issues including fraud contractual obligations and revenue erosion. Communicating Policies and Procedures: Disseminate written policies and procedures related to compliance activities collaborating with the commercial team to ensure clarity and effectiveness. Leveraging Technology: Explore and implement AI-powered tools and automation to enhance communication monitoring and enforcement of compliance standards. Analysing Data: analyse data and trends to proactively identify compliance risks and opportunities presenting findings to management and employees to drive informed decision-making. Collaborating with Stakeholders: Work effectively with key stakeholders across all levels of the business including SLT and SMT to identify innovative solutions cost reduction opportunities and KPI achievement strategies. Communicating Effectively: Communicate complex data in various formats (digital and verbal) producing compelling case studies and business cases that demonstrate clear benefits and alignment with business objectives. Driving Results: Maintain a delivery-based mindset balancing efficient execution with maximum output to achieve results. Supporting Change: Collaborate with stakeholders and operational leads on program activities supporting the impact assessment phase of changes to ensure that revenue erosion or Quality KPI risks are effectively mitigated. Personal Development: Take ownership of personal and professional development staying up-to-date on products services processes and industry best practices. Driving Innovation: Lead the development and implementation of a cutting-edge Quality and Compliance strategy leveraging data AI and automation to continuously evolve the VMO2 Capita Experience. Professional Know-How Minimum Requirements : 5 years experience in a Quality Management role with a the BPO / Call center space Proven leadership in Quality and Compliance: Demonstrated experience leading and managing Quality and Compliance functions within a complex fast-paced environment. AI and Automation Advocate: Experience exploring and AI-powered tools and automation to enhance efficiency and effectiveness of Quality and Compliance processes aligned with