Service Centre Quality Team Leader

As the Quality Team Leader for the Service Centre, you will lead a team of Quality Assessors responsible for maintaining, evolving, and elevating the standard of service delivered to our members. This role is central to ensuring our service consistently meets regulatory expectations, internal quality benchmarks, and the high standards our members expect.

You will provide leadership, direction, and coaching to the Quality Team, ensuring assessments are accurate, fair, and aligned to business needs. You will work closely with our Training Team, Supervisors, Team Leaders, and the Service Centre Management Team to embed a culture of continuous improvement, strong member outcomes, and operational excellence.

Your leadership will directly shape the member experience, influence colleague development across the Service Centre, and support the delivery of our Member First approach.

The Role:

As Quality Team Leader, you will oversee the full end‑to‑end quality framework and lead the team responsible for evaluating member interactions and driving service improvements. Your key responsibilities will include:

Leadership & Team Management

• Lead, coach, and develop the Quality Assessors to ensure high performance, consistency, and professional growth.
• Set clear expectations, review performance, and ensure monthly targets and deliverables are achieved.
• Hold regular 1:1s, team huddles, and development sessions to support continual skill enhancement.
• Foster a positive, supportive team culture that promotes collaboration, accountability, and excellence.

Quality Assurance Oversight

• Oversee monthly quality audits across all channels (voice, email, web chat), ensuring consistency of scoring, adherence to frameworks, and compliance with process and regulatory standards.
• Own the calibration process across Team Leaders, Supervisors, and the Quality Team to ensure alignment and fairness in scoring.
• Review interactions flagged as complex, sensitive, or escalated to ensure correct handling and outcomes.

Performance Insights & Reporting

• Produce consolidated monthly quality reports, identifying trends, risks, and opportunities for improvement.
• Lead the Month-End Quality Review with the Contact Centre Manager, presenting insights, actions, and forward plans.
• Manage the QA Tracker, ensuring data is accurate, timely, and accessible for operational stakeholders.
• Monitor and report on AHT, CSS feedback, behaviours, adherence to Shelf, and overall quality performance.

Coaching, Support & Continuous Improvement

• Translate insights from audits, AHT, and CSS into meaningful coaching plans for the wider operation.
• Work in partnership with Team Leaders to develop targeted interventions for individuals and teams.
• Identify skills, knowledge, or behavioural gaps and support the creation and implementation of training and upskilling plans.
• Provide hands‑on coaching for efficiency and member experience, ensuring agents understand expectations and best practice.

Collaboration & Stakeholder Engagement

• Work closely with operational leaders to align quality activity to business priorities and member outcomes.
• Participate in operational meetings (eg Service Improvement Forums, QA Calibration sessions, Client Meetings).
• Provide early visibility to managers of any emerging patterns, compliance concerns, or service risks.

Member Experience

• Review satisfaction feedback and Trustpilot themes, supporting the Head of Service Centre with translating insights into improvement actions.
• Ensure the Quality Team captures and highlights opportunities to improve processes, journeys, and knowledge content.
• Support the development of training content and knowledge articles where gaps are consistently identified.

Operational & Project Support

• Contribute to Service Centre projects, system changes, and new process rollouts, providing quality oversight and impact assessments.
• Ensure the Quality Team remains up to date with scheme knowledge, system changes, and evolving service requirements.

What you'll bring:

The ideal Quality Team Leader will bring a combination of strong leadership, deep quality expertise, operational knowledge, and a passion for delivering exceptional member outcomes.

Essential Skills & Experience

• Proven leadership experience, ideally within a Quality, Coaching, or Contact Centre environment.
• Exceptional communication skills – able to deliver clear, balanced, and actionable feedback to individuals at all levels.Advanced auditing capability, with experience in evaluating interactions across multiple channels.
• Strong analytical and problem‑solving skills, with the ability to identify trends, root causes, and practical solutions.
• High attention to detail and the ability to interpret data with accuracy and insight.
• Deep understanding of contact centre operations, SLAs, KPIs, and member experience drivers.
• Experience in the pensions sector or demonstrated ability to quickly learn complex products and processes.
• Excellent planning and prioritisation skills, able to manage deadlines in a fast‑paced environment.
• Technologically confident, capable of using multiple systems, reporting tools, and quality platforms.

What we offer 

Enjoy a benefits package designed to help you thrive, both professionally and personally. You'll receive 25 days of annual leave plus an extra WTW day to relax and recharge. Our comprehensive health and wellbeing offering includes private healthcare, life insurance, group income protection, and regular health assessments, all giving you peace of mind. Secure your future with our defined contribution pension scheme, featuring matched contributions up to 10% from the company.

We support your growth and balance with hybrid working options, access to an employee assistance programme, and a fully paid volunteer day to make a difference in your community. On top of these, you can opt into a variety of additional perks including an electric vehicle car scheme, share scheme, cycle-to-work programme, dental and optical cover, critical illness protection, and much more. Start making the most of your career and wellbeing with a range of benefits tailored for you.

Equal Opportunity Employer 

We’re committed to equal employment opportunity and provide application, interview and workplace adjustments and accommodations to all applicants. If you foresee any barriers, from the application process through to joining WTW, please email candidate.helpdesk@wtwco.com