Settlement, Data and Metering Quality Assurance Lead

Job Description

The Industry Operations department is responsible for ensuring a high standard of data integrity across all industry databases and our internal systems. This is done by resolving incoming data exceptions in line with industry regulations.

The department consists of multiple teams - Agreed Reads, Electricity Data Management, Gas Data Management, Registration Processing and SET (Smart Export Tariff) - so the role will cover a variety of processes, systems and industry regulations.

As a Quality Assurance Lead, your mission is to assess the performance of both industry core tasks and customer-led interactions across the Industry Operations teams. You will be responsible for ensuring our people are fully compliant in their work, resolving exceptions accurately and in line with company processes and industry standards.

You'll play a key role in shaping quality standards across Industry Operations, working closely with multiple teams and stakeholders within the department to drive continuous improvement and ensure excellence in everything we do.

The role offers real variety, and exposure to a wide range of industry processes and systems, so you will need to keep up to date on all Industry changes, processes, system developments, continuously broadening your knowledge.

Core Responsibilities

• To complete a targeted number of quality checks for our Industry Operations agents.
• To feedback to our agents on their quality score so that they understand what they did well and what their areas of improvement are, documenting this clearly within MiPerform.
• Assist Team Leaders in feedback and coaching sessions with agents to achieve a high standard of performance across the department.
• Develop and implement new quality assurance checks and standards for current and new processes.
• Work with Miperform to continually develop their current offering.
• Monitor interactions in real-time or through recorded calls/communications to evaluate adherence to compliance, company policies, procedures, and service standards.
• Identify trends, patterns, and areas for improvement through analysis of customer service data and quality assurance metrics.
• Ensure the department meets all industry compliance and regulation requirements across all interactions.
• Ensure we are identifying vulnerable customers and having relevant conversations, and signposting them to the support we offer.
• Document quality assurance findings, recommendations, and actions taken to ensure accountability and transparency.
• Provide monthly analysis to Team Leaders, Head of and Director on findings and recommendations and measure the success of what is implemented.
• Stay informed about industry best practices, emerging trends, and customer service technologies to continuously improve quality assurance processes and methodologies.
• Any other ad-hoc duties as requested by Leadership & Management.
• To comply with all DPA and GDPR guidelines, as well as ensuring all of our people are.

About You

You'll be a self-motivated, customer centric and results driven individual. You'll have experience in building relationships and will be able to support members of the wider team. The role will require you to be a strong communicator, both written and verbally. An inquisitive mind and not being afraid to question and challenge the way we do things are prerequisites.

Skills and Experience

• Strong interpersonal skills with the ability to communicate effectively and influence people at all levels to solve complex problems across multiple areas.
• An understanding of regulatory requirements.
• High level of numeracy, accuracy and problem-solving ability.
• Previous experience in a coaching/quality role.
• Previous experience within an Industry role, along with an understanding of the energy industry is preferred, but not essential.
• Ability to multitask and prioritize tasks in a fast-paced, dynamic environment.
• Excellent communication skills, both verbal and written.
• Analytical mindset with the ability to interpret data, identify trends, and make data-driven decisions.
• Competent in using Microsoft Office packages.
• Highly motivated, with the ability to work on own initiative and deliver to tight deadlines.
• Understand Industry procedures and regulatory requirements.
• Have an understanding of Industry procedures.
• Curious and enjoy problem solving using proven methodologies and learning new ways to identify and manage improvements.
• Put the customer at the heart of everything you do.
• Passionate about what they do and about making a difference.