Quality Assurance Team Leader

Full Time

This is a full-time, permanent position located in London Kentish Town. 35 hours per week – no weekends! Competitive salary plus excellent monthly bonus scheme.

Conveniently located close to multiple transport links:

Kentish Town tube on the Northern Line (5 mins)

Kentish Town national rail station (5mins) connects to Bedfordshire, Kent & Surrey

Kentish Town West or Gospel Oak on the Overground (10 mins)

Bus routes 214,134,C2



The role:

The Quality Assurance (QA) team is a crucial function in our business. Your team is responsible for ensuring that we meet our regulatory requirements and maintain standards in our business through service and sales call monitoring and complaints handling. We want our customers to buy products that meet their needs and experience the highest level of quality service and – your team plays a vital role in ensuring the business achieves this.

You will be responsible for recruiting, retaining, managing and motivating your QA team members on a daily basis in a busy call centre. As a QA team leader, you will be the contact point for all of your team members, so your communication skills should be excellent. You should also be able to act proactively to ensure smooth team operations and effective collaboration. Ultimately, you should lead by setting a good example and engage your team to achieve goals.

Your team is located across two sites, you will be based in our London office, but some travel will be expected to Leeds.

Our commitment to you:

Our commitment to our people and high standards of integrity make Union Insurance Services a great place to work. We have a thorough training programme and pride ourselves on fully supporting our employees through every stage of development! You will receive support from senior management and have opportunities to learn new skills and grow in your role. We take your development as seriously as you do!

This is an exciting and varied role with real development opportunities, excellent company benefits and a great working environment, where you will be recognised for your achievements and contribution.

Key responsibilities:

  • Recruit, lead, support, motivate, retain and develop your QA Assessors across two sites to deliver objectives 
  • You will be involved in the training and development of your staff – from new starters to experienced assessors 
  • Manage and develop your team to ensure quality and productivity targets are met 
  • Provide constructive and motivational feedback to keep your team on track and to boost performance levels 
  • You will be incentivising and motivating your team on a day to day basis 
  • You will enable high-quality work and a positive environment for your assessors

About you:

  • You will be organised, self-confident and resilient 
  • An excellent communicator both verbally and written, with an ability to build strong relationships and communicate clearly and coherently with colleagues at all levels. 
  • A passionate, committed and a reliable people manager who knows how to get the best out of individuals.

Your experience will include:

  • Experience managing a team is preferable 
  • Call centre experience would be ideal 
  • Working in a target driven environment with proven track record of meeting deliverables 
  • You will have a good understanding of key processes and techniques used to manage performance and efficiencies. 
  • A background in a regulated environment would be an advantage

Additional benefits: 25 days annual leave + bank holidays, Group Life Cover (4 times basic annual salary), Company contribution towards one of our insurance policies of your choice, Company contributory pension, Company prepaid card with cashback from major retailers, Rewards account with great online shopping discounts and savings, Cinema discount, Season ticket loan, Cycle to work scheme, Free social events and parties

If you would like to be part of our team and you think you can make a difference, Apply now! send your CV to Qarecruitment@uibuk.com and one of our team will be in touch.