Quality Assurance Lead

At Dunelm, our Customer Care Centre (CCC) plays a vital role in delivering exceptional support to customers across phone, email, live chat and social channels. As our Quality Assurance Lead, you'll lead a talented team of Quality Assessors, ensuring our quality and compliance standards remain fair, consistent and customer-focused. The role is fully remote however occasional travel to our offices in Leicester or Manchester will be required. This is an exciting opportunity to shape the future of quality assurance within our Customer Care Centre. You'll help drive our quality strategy, lead calibration and assurance activity, and play a key role in evolving our approach from traditional manual QA processes towards greater automation, insight and quality management technology. You'll use customer and performance insight to identify opportunities, influence stakeholders and deliver meaningful improvements that enhance both customer and colleague experiences.

• Lead, coach and develop a team of Quality Assessors, creating a high-performing and engaged team culture.
• Drive consistency and accuracy across quality and compliance evaluations through effective calibration and assurance activity.
• Support the delivery and evolution of the Customer Care Centre quality strategy, ensuring it aligns with customer and business priorities.
• Help shape the future of quality assurance by supporting the introduction of automation, analytics and quality management tools.
• Turn quality findings, customer feedback and performance data into actionable insights that improve customer outcomes and colleague capability.
• Partner with Team Leaders, Operations, Training and Change teams to drive continuous improvement initiatives.
• Monitor quality performance, identify trends, risks and customer pain points, and recommend practical solutions.
• Champion the voice of the customer, ensuring quality activity remains focused on creating better customer experiences and reducing friction across customer journeys., At Dunelm, we love every aspect of the design process. We're continually researching new developments in packaging, materials and production methods, tapping into new data insights and keeping track of changing lifestyle trends. We're hugely collaborative in the way we work. Together, the teams here have a direct impact on our success, creating amazing products that drive sales and delight our customers, as well as providing direction for our wide and varied range of brands.
Please accept Functional Cookies to view this content Please accept Functional Cookies to view this content, We want you to get as much out of working with us as possible. That's why we'll do everything we can to engage you in the process of learning, and encourage you to explore new opportunities around your particular skills and interests. For you, this includes: Housewarming & Settling In where you can find out more about the wider business, our culture, behaviours, networks and wellbeing support Thrive, our learning and skills platform which gives you a blended, bite-sized, social learning experience with learning relevant to your role Our Enterprise Leadership Programme designed specifically for our strong growth potential Heads of Department to help them reach the next level in their career Our INSPIRE Programme designed for our strong growth potential senior managers across the business to enhance their leadership capability Our EXPLORE Programme designed to prepare our next generation of Line Managers Personal Effectiveness workshops and self-led learning, also delivered through Thrive Apprenticeships opportunities relevant to your role - from level 2 (equivalent to GCSE) through to Level 7 (equivalent to Masters) Colleague Development Fund to support colleagues in accessing external training relevant to your role Coaching and mentoring to support you in your current role and help you prepare for the next Functional academies that offer training to support you in the technical aspects of your role Self-awareness tools to help you understand what really matters to you, and where your own talents and ambitions lie Progress conversations that reflect on how you're doing and define your focus areas for the coming months Career conversations that explore what you want from your career, in light of your current capabilities, potential and future aspirations


• Proven experience in a Quality Assurance, Customer Experience, Quality Management or Contact Centre leadership role within a fast-paced environment.
• Strong understanding of quality assurance methodologies, calibration processes, evaluation consistency and coaching best practice.
• Experience leading, motivating and developing teams through coaching, performance management and development planning.
• Ability to analyse quality and customer insight data, identify trends and translate findings into tangible business improvements.
• Experience working with quality management systems, automation tools, speech/text analytics or performance reporting platforms.
• Excellent stakeholder management skills, with the confidence to influence Team Leaders, operational stakeholders and senior leaders.
• Strong attention to detail, with the ability to challenge constructively and maintain fair, accurate and consistent quality standards.
• A customer-obsessed mindset, coupled with a passion for continuous improvement, innovation and delivering exceptional customer experiences.
  
  Wellbeing is more than just a buzzword here
From our Wellbeing Buddies and Mental Health First Aid training to our progressive parental leave, menopause policies and Colleague Support Fund, we're committed to supporting our colleagues in every area - and at every stage - of their lives. Through our partnership with the Retail Trust, everyone at Dunelm has free access to a 24/7 Virtual GP, as well as therapy and counselling, plus information, guidance and advice in all areas of financial, emotional and physical wellbeing.Look in our toy box Of course, you should never judge a business by its tech stack. But take a peek at the range of technologies our engineers and developers are currently playing with., "You are supported and welcomed and what really makes Dunelm is that everyone comes together, and that community feel is here.", Today, Dunelm is a leader in the £11bn UK homewares market. With over 200 stores across the country and a successful online operation - dunelm.com - we offer over 60,000 products across a broad range of categories. But where did it all begin?

Along with competitive rates of pay, we offer a range of other great benefits to help you make your money go further. Salary Advance so you can access up to 50% of the money you've earned during the month, rather than having to wait until pay day Instant discounts with a range of other companies to help you stretch your budget Pension contributions to help you save for your retirement ShareSave scheme that enables you to save monthly and buy Dunelm shares at a discounted rate, building up your investments for a rainy day Continuous training and coaching to ensure you feel confident in your current role and ready for any new challenges Access to wellbeing support as and when you need it, including an online GP for you and your immediate family Colleague networks that give everyone a voice and create an environment where we all feel at home Outstanding development opportunities and all the support you need to grow your career the way you want 28 days annual holiday plus your birthday off to celebrate, and another day when you move home, so you can get settled in Generous discounts on all our own products, in-store and online to help you make your house a home Cycle to work scheme to help you keep your fitness up and your travel costs down Charity day off (paid, of course) so you can volunteer for a charity that matters to you