QA Team Leader
QA Team Leader
Birmingham
£20 per hour
6 month contract
Working within the financial sector, to lead and develop a team of Operations Agents, who work towards strict deadlines and service level agreements.
A key role for the organisation requiring someone to enable a vision to be delivered they need powerful, effective team leadership and communication. The Team Leader will work as part of a leadership team with the responsibility for leading a team that quality check complaint cases.
Your role will be to Lead the Performance Development process to build, develop and motivate a high performing team. Through 121 and team coaching sessions set and review challenging objectives that drive the performance of your team. Manage all people-related issues for your team relating to absence, poor performance, recruitment and reward. Drive quality of complaint cases within your team, ensuring they adhere to standards set by Customer Relations and the Financial Services Authority. Conduct sampling of cases and coach individuals where necessary. Manage and embed change activities and initiatives into your team’s ways of working
Essential Experience
Must have previous Management experience within Complains from a Financial Services or Banking
Must be organised and flexible and have the ability to make decisions
Ability to motivate team, allocate and monitor KPI’s
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