Quality Assurance Governance Specialist

Role Ovo-View

• Team: Outsource & Oversight
• Salary banding:  £33,330 - £48,000
• Experience: Mid-level/Expert
• Working pattern: Full-Time
• Reporting to: Quality Assurance Operations Lead
• Sponsorship: Unfortunately we are unable to offer sponsorship for this role.
• This role in 3 words: People Leader, Oversight and Governance
• Top 3 qualities for this role: Effective Communicator, Analytical and Flexible
• Where you’ll work:
• Depending on the needs of your business area, we expect hub based people to be in the office at least once a week, and to go to OVO Connection events in-person.

You’ll be assigned to the closest one of our three hub offices, Bristol, Glasgow, or London; unless your role requires field-based work. Each hub has accessible spaces to park your laptop, is designed to inspire people, help them connect and bring big ideas to life.

Everyone belongs at OVO
At OVO, we are on a mission to solve one of humanity's biggest challenges, the climate crisis. And we know it takes all of us to change the world. That's why we need diverse people from all abilities, gender identities, ethnicities, ages, sexual orientations, life experiences and backgrounds to join us.

• Teamworking for the planet
• Everything we do here spins around Plan Zero. So, naturally, the team you’ll be joining plays a gigantic role in making that happen. Here’s how:

We’re hiring world-changers. From Zero Carbon Living Advisors to Product Managers, every role we’re hiring plays their own part in our mission; our role is to find those people and bring them on our Zero Carbon journey.

This Role In A Nutshell:

As our Quality Assurance Governance Specialist, you'll be at the heart of ensuring accuracy in our 1st Line Quality Assurance, whilst embedding operational governance principles. You'll lead 6 people – two focused on crucial governance, and four who are experts in resolving Quality Assurance disputes.

Quality Governance: You'll be the go-to person for shaping how we manage change within our Quality Assurance operation. This means you'll own the important stuff like managing changes to our evaluation forms, controlling access to our quality systems, and maintaining the accuracy of our reporting data. You'll also be on top of documenting our processes, ensuring version control, handling ad-hoc reporting requests, and making sure everyone's in the loop with clear and engaging communications about changes. As the gatekeeper for change, you'll ensure every modification to our Quality Assurance framework strictly adheres to established processes. You'll partner closely with our Operational Readiness team to scope out potential operational changes that could impact Quality Assurance, then collaborate internally with Quality Leads to seamlessly implement those changes.

Dispute Management: Your team will be the independent voice in resolving all operational quality assurance disputes. You'll ensure they work efficiently and effectively, using smart work optimisation and 'check the checker' audits to maintain accuracy. You'll also be instrumental in generating insightful reports, including trend analysis for both our Quality Assurance and Operational teams, which will be used for quality improvement activity. You'll dive deep into dispute data, spotting trends for our 1st Line Quality Assurance team, and then collaborating with Quality Assurance Leads to boost our overall quality accuracy.

People Leader: Beyond the usual 121’s, coaching, development, and  duties, you'll be a true mentor for your team. You'll provide clear guidance, help your team navigate relationships with our operational partners, and actively work with them to sharpen their governance skills. You'll also be agile, seamlessly moving between supporting Quality Assurance disputes and driving our governance initiatives.

Your Key Outcomes Will Be:

Quality Governance

• Process Definition and Scope: Collaborate with Quality Management/Leads to define and refine Quality Assurance processes, including establishing the scope and methodology for their comprehensive documentation
• Documentation and Version Control: Develop and maintain official process documentation, implementing rigorous version control to ensure accuracy and traceability.
• Proactive Change Management Framework: Embed the standard governance procedures to proactively monitor and control changes within the quality landscape, ensuring no unauthorised or undocumented alterations occur.
• Quality Evaluation Form Management: Serve as the designated owner for all quality evaluation forms, overseeing and implementing changes in strict adherence to the established change control process.
• Transparent Change Communication: Ensure all changes, including those to evaluation forms, process documentation, and system access, are communicated clearly and comprehensively to relevant stakeholders.
• Quality System Access Control: Manage access controls for all quality assurance systems, safeguarding data integrity and system security.
• Reporting & System Collaboration: You'll be the daily point of contact for all reporting needs, working with Quality Management and MI teams to support the development and robust change management of Quality Dashboards and systems, including enhancing dispute reporting and performance/operational reporting.
• Seamless Operational Integration: You'll collaborate with the Operational Readiness team to identify and scope operational changes impacting Quality Assurance, ensuring smooth integration of any changes.
• Bonus Administration & Governance: You'll be responsible for the timely and accurate administration of front line bonuses, specifically governing bonus payouts against set performance targets to ensure fairness and alignment with our incentive structures.

Disputes

• Workforce Optimisation: Implement and manage strategies for efficient work optimisation within the dispute process, ensuring swift and effective handling of all cases.
• Quality Assurance & Accuracy: Conduct regular "check the checker" audits on your team's disputes to ensure accuracy, consistency, and strict adherence to established governance principles.
• Trend Analysis & Improvement: Perform robust trend analysis on dispute data to identify key opportunities for improvement within the 1st Line Quality Assurance Team, as well as actionable insights for enhanced performance across our operational teams. You’ll work with Quality Management/Leads to transform this insight into action.

Team Leadership

• Guidance and Support: Provide definitive guidance and comprehensive support to your team, ensuring they have the clarity and resources needed to excel in both governance and dispute functions.
• Stakeholder Relationship Management: Guide and assist your team in fostering strong, collaborative relationships with stakeholders, facilitating effective communication and problem-solving.
• Skill Development: Drive the continuous development of key governance and dispute skills within your team, ensuring their capabilities align with evolving departmental needs and industry best practices.
• Resource Agility: Effectively manage and optimise resource allocation across disputes and governance workstreams, ensuring seamless transitions and consistent performance in both areas.
• Performance Management: Oversee all aspects of performance management, including conducting regular 121’s, providing effective coaching, facilitating career development, and handlingPeople related matters.

Within Your First Month You’Ll:

• Meet Your Team: Have individual 121s with each of your 6 Quality Analysts (both Governance and Dispute Analysts).
• Connect with Key Internal Stakeholders: Schedule introductory meetings with the 1st Line Quality Team Lead, relevant Operational Leaders, all Quality Managers/Leads and your direct manager. Understand their priorities, pain points, and how your team supports their objectives.
• Understand Departmental Structure: Gain a clear understanding of the overall Quality Assurance department's structure, objectives, and its place within the wider call centre operation.
• Review Existing Governance Frameworks: Familiarise yourself with all current documentation related to quality evaluation forms, change control processes, and reporting standards. Identify any immediate gaps or areas needing clarification.
• Understand Dispute Resolution Workflow: Shadow your Dispute Analysts to grasp the end-to-end disputes process, from intake to resolution and reporting. Identify current pain points or bottlenecks.
• System Acclimatisation: Gain hands-on familiarity with all relevant quality assurance systems, including reporting tools and access controls. Understand how data flows and is utilised.
• Review Dispute Reporting & Trend Analysis: Dive into existing dispute reports and trend analysis. Understand the current methodologies, the insights they provide, and identify any immediate areas where clarity or depth could be enhanced.
• Identify Immediate Wins: Look for quick opportunities to streamline a small process, improve a piece of documentation, or resolve a minor dispute-related bottleneck. These early successes build credibility.
• Start Your Team's Development Plan: Based on your initial 121s, begin sketching out individual development plans for your team members, identifying key skills to enhance.

You’ll be a successful Quality Assurance Governance Specialist here at OVO if you…

• Lead with Impact: Consistently motivate and develop your team, fostering an environment where they feel empowered, supported, and excel in both governance and dispute resolution.
• Champion Accuracy and Fairness: Ensure all quality evaluations and dispute resolutions are handled with meticulous attention to detail, adherence to standards, and an unwavering commitment to impartiality.
• Drive Proactive Change: Successfully implement robust governance controls that anticipate and manage changes to quality processes and systems, rather than reacting to them.
• Turn Data into Action: Leverage dispute data and trend analysis to provide actionable insights that genuinely improve our 1st Line Quality Assurance accuracy and enhance overall operational performance.
• Build Bridges: Forge strong, collaborative relationships with both the 1st Line Quality team and operational stakeholders, fostering trust and ensuring seamless communication and alignment.
• Master the Balance: Effectively manage the dual focus of your role, seamlessly transitioning between the meticulous requirements of governance and the responsive demands of disputes.

Let’s talk about what’s in it for you

We’ll pay you between £33,330 and £48,000, depending on your specific skills and experience.

We keep our pay ranges broad on purpose to give us, and you, flexibility to match your experience to our zero carbon mission.

You’ll be eligible for an on-target bonus of 15%. We have one OVO bonus plan that focuses on the collective performance of our people to deliver our Plan Zero goal.

We also offer plenty of green benefits and progressive policies to help you feel like you belong at OVO…and there’s flex pay. We'll give you 9% Flex Pay on top of your salary – 4% of this is auto enrolled into your pension, and the remaining 5% is yours to do what you like with. You can use this to buy from our extensive range of flexible benefits, including our green benefits which we've put at the heart of our offering, add to your pension or even take it as cash.

Here’s a taster of what’s on offer:

For starters, you’ll get 34 days of holiday (including bank holidays). 

• For your health
• With benefits like a healthcare cash plan or private medical insurance depending on your career level, critical illness cover, life assurance, health assessments, and more
• For your wellbeing
• With gym membership, travel insurance, workplace ISA, will writing services, dental insurance, and more 
• For your lifestyle 
• With extra holiday buying, discount dining, home & tech loans, and supporting your favourite charities with give-as-you-earn donations
• For your home  
• Get up to £400 towards any OVO Energy plan, plus great discounts on solar, smart thermostats and EV chargers
• For your commute 
• Nab a great deal on ultra-low emission car leasing, plus our cycle to work scheme and public transport season ticket loans 

Want to hear about our full range of flexible benefits and progressive people policies? Our People Team can tell you everything you need to know.

For your Belonging
To find better ways to support our people, we need to listen to each other’s experiences and find ways to build a truly inclusive and diverse workplace. As part of this, we have 8 Belonging Networks at OVO. Led by our people, for our people - so when you join OVO, you can play a part - big or small - with any of the Networks. It's up to you.

Oh, and one last thing...
We’d be thrilled if you tick off all our boxes, yet we also believe it’s just as important we tick off all of yours. And if you think you have most of what we’re looking for but not every single thing, go ahead and hit apply. We’d still love to hear from you!

If you have any additional requirements, there’s a space to let us know on the application form; we want to make the process as easy and comfortable for you as possible.