QA Team Leader

Job Title: Quality Assurance Team Leader – Customer Experience

Location: Brighton (Hybrid)

Salary: Circa £32.5k + 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 Leader 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

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