Quality Manager

Location Aspect House, Blantyre, G72 0HT / Hybrid

Salary from £29,995

Manager Pamela Welch

Closing Date 18th March

Help us create a better future, quicker

To define & deliver quality management and data quality improvement. To deliver quality principles and policies within the Sales.

To lead improvements in the quality management systems for Sales through the development of targeted improvement plans.

Call listening to understand trend performance and document improvement plans around key drivers to support increased quality sales delivery.

What you’ll be doing

• To develop, track and report on key performance indicators in relation to quality sales activity. Communicate the status of process management across Sales to the Senior Operations and Client Manager
• Accountable for the delivery of audit programmes
• Work as a team with other Quality Managers to ensure a coherent approach and sharing of best practice.
• Provide advice and act as a knowledge expert with regard quality to Senior Management
• Review new business processes to ensure compliance with relevant certifications and regulations
• Ensure compliance through call listening and trend analysis
• Develop effective working relationships with Outsource Partners and internal SP departments
• Conduct benchmarking activities and develop further opportunities (internal & external)
• Flexibility required with requirement to conduct onsite partner visits
• Lead levelling sessions with outsource partner to ensure quality scoring in line with requirements

What you’ll bring

You’ll have contact centre experience, especially in relation to the management of outsource campaigns, sales experience and broad based knowledge of UK business sales experience. Bringing sound knowledge and experience using quality and continuous improvement tools and techniques, you’ll have a delivery focus, with a track record of delivering to time scales. Experienced in liasing with senior managers and have the ability to interpret their requirements using your influence and personal impact skills.

In addition, a broad exposure to the operations of a Sales business is advantageous, in particular:

• Comprehensive understanding of how the business function
• A clear understanding of the whole value chain and the key processes within the business
• Good network of contacts across the business
• Proven experience in a business improvement/quality role
• Experience in workshop facilitation and project management with a proven track record in delivery
• Experience of liasing with senior managers and have the ability to interpret their requirements and influence their thinking
• Must be highly motivated, possessing strong influencing skills
• Strong presentation and personal management skills
• Effective communication at all levels

What’s in it for you

As well as a competitive salary which is reviewed annually, you can also enjoy a number of other benefits. With our pension scheme, we’ll double match your contribution up to a company contribution of 10%.

At ScottishPower, we believe it’s the little things we do in life that make a big difference. From helping you look after your family’s wellbeing, save for your future and take personal steps for climate action – our benefits are designed to help you do just that - so that you have everything you need to take care of your world – today and tomorrow. That’s why our benefits include:

• 36 days annual leave
• Holiday Purchase – perfect your work/life balance with extra annual leave
• Share Schemes
• Payroll Giving and Charity Matched Funding
• Technology Vouchers – save more and spread the cost of your technology purchases
• Electric Vehicle Schemes – to help you transition to green/clean driving
• Cycle to Work scheme and Public Transport Season Ticket Loans
• Healthcare benefit options including: Dental Insurance, Private Medical Insurance, Health Cash Plan and annual Health Assessments
• Life Assurance (4x salary)
• Access to Savesmart financial wellbeing support
• Plus shopping, leisure, restaurant and gym discounts, and unique employee deals on travel insurance and more

Why ScottishPower

ScottishPower is part of the Iberdrola Group, one of the world’s largest integrated utility companies and a world leader in wind energy. With a commitment to generate all of our energy from renewable resources and a drive to create the energy infrastructure of the future, we’re at the forefront of the journey to Net Zero and investing over £6m every working day to make this happen. With diverse opportunities across our businesses and a commitment to invest in our own internal talent, ScottishPower can offer people real career opportunities that meet personal and professional goals, in a global organisation.

Inclusion, diversity, and a social purpose are at the heart of everything we do. Together with our values, they bring us together into a stronger, more sustainable business with direct links to the communities we serve. It takes all kinds of people to build a large-scale business like ours, so whatever your background, you’ll fit right in.

ScottishPower is committed to providing reasonable support or adjustments in our recruiting processes for candidates with disabilities, long term conditions, mental health conditions, or who are neurodivergent or require pregnancy-related support. If you need support, please reach out to careers@scottishpower.com.

Mobility

Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country. If/when required, the Company will support the employee with the necessary Immigration requirements.

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