Quality Assurance Lead

At Dunelm, our Customer Care Centre (CCC) plays a vital role in delivering exceptional support to customers across phone, email, live chat and social channels. As our Quality Assurance Lead, you'll lead a talented team of Quality Assessors, ensuring our quality and compliance standards remain fair, consistent and customer-focused. The role is fully remote however occasional travel to our offices in Leicester or Manchester will be required.

This is an exciting opportunity to shape the future of quality assurance within our Customer Care Centre. You'll help drive our quality strategy, lead calibration and assurance activity, and play a key role in evolving our approach from traditional manual QA processes towards greater automation, insight and quality management technology. You'll use customer and performance insight to identify opportunities, influence stakeholders and deliver meaningful improvements that enhance both customer and colleague experiences.

• Lead, coach and develop a team of Quality Assessors, creating a high-performing and engaged team culture.
• Drive consistency and accuracy across quality and compliance evaluations through effective calibration and assurance activity.
• Support the delivery and evolution of the Customer Care Centre quality strategy, ensuring it aligns with customer and business priorities.
• Help shape the future of quality assurance by supporting the introduction of automation, analytics and quality management tools.
• Turn quality findings, customer feedback and performance data into actionable insights that improve customer outcomes and colleague capability.
• Partner with Team Leaders, Operations, Training and Change teams to drive continuous improvement initiatives.
• Monitor quality performance, identify trends, risks and customer pain points, and recommend practical solutions.
• Champion the voice of the customer, ensuring quality activity remains focused on creating better customer experiences and reducing friction across customer journeys., At Dunelm, we love every aspect of the design process. We're continually researching new developments in packaging, materials and production methods, tapping into new data insights and keeping track of changing lifestyle trends. We're hugely collaborative in the way we work.
  
  Together, the teams here have a direct impact on our success, creating amazing products that drive sales and delight our customers, as well as providing direction for our wide and varied range of brands.

We want you to get as much out of working with us as possible. That's why we'll do everything we can to engage you in the process of learning, and encourage you to explore new opportunities around your particular skills and interests.

• Housewarming & Settling In where you can find out more about the wider business, our culture, behaviours, networks and wellbeing support
• Thrive, our learning and skills platform which gives you a blended, bite-sized, social learning experience with learning relevant to your role
• Our Enterprise Leadership Programme designed specifically for our strong growth potential
• Heads of Department to help them reach the next level in their career
• Our INSPIRE Programme designed for our strong growth potential senior managers across the business to enhance their leadership capability
• Our EXPLORE Programme designed to prepare our next generation of Line Managers
• Personal Effectiveness workshops and self-led learning, also delivered through Thrive
• Apprenticeships opportunities relevant to your role - from level 2 (equivalent to GCSE) through to Level 7 (equivalent to Masters)
• Colleague Development Fund to support colleagues in accessing external training relevant to your role
• Coaching and mentoring to support you in your current role and help you prepare for the next
• Functional academies that offer training to support you in the technical aspects of your role
• Self-awareness tools to help you understand what really matters to you, and where your own talents and ambitions lie
• Progress conversations that reflect on how you're doing and define your focus areas for the coming months
• Career conversations that explore what you want from your career, in light of your current capabilities, potential and future aspirations

From our Wellbeing Buddies and Mental Health First Aid training to our progressive parental leave, menopause policies and Colleague Support Fund, we're committed to supporting our colleagues in every area - and at every stage - of their lives. Through our partnership with the…