Role OVO-View

Team: Customer Enablement

Salary banding:  £60,000 - £70,000

Experience: Expert

Working pattern:Full-Time

Reporting to: Lara Harkins, Head of Outsource Partnerships and Oversight

Sponsorship: Unfortunately we are unable to offer sponsorship for this role.

This role in 3 words: Business Partnering, Operational Excellence, Change Management

Top 3 qualities for this role: Leadership, Stakeholder Management, Resilience

In the words of the team, you should leave your current role for this one because….

“This is a huge opportunity to build something great, transform a way of working, and make a real impact for the operation”

Where you’ll work:

At OVO, we understand that a one size fits all approach doesn’t work for everyone. That’s why we created the OVO Way of Flexibility.

All our roles are hub based (Bristol, Glasgow or London), providing a dedicated space for collaboration, connection and teamwork. You’ll also have the flexibility to work from home.

Everyone belongs at OVO

At OVO, we are on a mission to solve one of humanity's biggest challenges, the climate crisis. And we know it takes all of us to change the world. That's why we need diverse people from all abilities, gender identities, ethnicities, ages, sexual orientations, life experiences and backgrounds to join us.

Teamworking for the planet

Everything we do here spins around Plan Zero. So, naturally, the team you’ll be joining plays a gigantic role in making that happen. Here’s how:

The Quality Assurance team exists at OVO to help provide a great understanding of how we show up for the customer, improve our conversation and stitch together the end to end experience. 

We are on a huge transformation journey, leveraging new processes & technology whilst also changing the way we create insight and provide assurance to the business. Our aim is to shine a light on where we are making a real difference for our customer as well as where things can be improved. This role will lead Operational 1st and 2nd line teams across the UK and India acting as a central point for all things Quality across the operation.

This role in a nutshell:

As a Quality Assurance Operations Lead you will work closely alongside our incumbent QA Ops Lead facing into key functional areas within our operation:

• To shape and build our centralised Quality Assurance function 
• Building robust 1st line processes and capability
• Develop, lead and manage our 2nd line assurance function 
• Develop meaningful insight from disparate data sets to identify themes, emerging risks and opportunities 
• Track and measure impacts of improvement initiatives and business change 
• Leverage tech solutions to streamline for improved efficiency and insight
• Provide thought leadership behind the quality framework, scorecards and ensure they are fit for purpose

As one of two QA Operations Leads, you will partner with the designated functions within the operation which span our Customer Care, Customer Operations, Customer Resolutions (Complaints), Commercial and Fulfilment (Metering) functions, working to improve customer outcomes and improve employee experience by ensuring a fair, robust and timely closed loop feedback process. You will also build strong relationships with our Coaching function ensuring that feedback is used to drive continuous improvement. 

You will be highly organised ensuring that there are robust change management mechanisms in place to ensure that quality checks and audits are relevant, consistent and meaningful at all times.

Internally you’ll work with colleagues at all levels with most of your time spent with the Quality Assurance Operations Lead, Operational Oversight Delivery Lead and Quality Managers.  You will also work closely with the Operational Heads of Departments & Directors, strategic change programmes and central functions such as Risk, Compliance and Customer Experience. This role suits someone who is expert at building trust with business owners and senior leadership teams across functional areas.

You will have a team of c.20+ people with a further c.70+ via outsourced partnership, based in India.  You will have strong experience of managing offshore teams and working with outsourced partners.

Your key outcomes will be:

• Assure quality across our operation
• You will manage an outsourced 1st line quality assurance team based out of India working to support c. 5k FTE across multiple geographies and types of work 
• You will also directly manage an in house second line quality assurance team of responsible for key operational lines of business
• Work closely with our coaching, training and operations teams to provide useful and actionable feedback/insight helping drive positive outcomes for our customers
• Own the quality and performance contractual measure across the outsourced partners responsible for the relevant lines of business you are responsible for assuring, embedding into MSAs, SLAs and governance forums
• Ultimately accountable for ensuring your areas are adhering to the standards set out in our Quality Plan ensuring appropriate sampling and coverage across the operation
• Work alongside our 3rd line risk teams to surface and mitigate risk through QA insight 
• Develop and lead a highly engaged, efficient team
• Create a learning environment developing expertise within our people
• Review and refine the operating model to deliver optimally
• Leverage technology to drive efficiencies - serve as a SME for our Product and Tech teams to support AI and automated quality management systems and tooling
• Provide actionable insight and surface risks
• Lead deep dive, thematic analysis of emerging trends honing in on root causes 
• Support the operation to determine and develop effective business controls 
• Provide end to end lifecycle checks and assurance for high risk areas e.g. pre-warrant, complaint processes
• Work with CX and MI teams to develop insight from customer and operational data 
• Work with Forecasting and Planning and Ops teams to identify failure demand e.g. repeat contact and measure effectiveness of action plans

Within your first 3 months month you’ll have:

• Gained understanding of the quality operation developing an operational cadence
• Ensured that the best skills are being deployed in the right areas
• Agreed ways of working with the current QA Ops lead
• Got to know all the key operational stakeholders for your areas of responsibility ensuring that standards and ways of working are aligned across the operation and quality teams and priorities are understood
• Built a strong relationship with our outsourced partner to scale and deploy our revised quality approach across the operation
• Worked with our technology teams you will help deliver our quality scorecards

Systems: Genesys, (AVA) OVO’s self built AI tool, Big Query, Tableau, Google Looker Studio

You’ll be a successful Quality Assurance Operations Lead here at OVO if you…

Are passionate about working in a dynamic environment, responding to different demands each day and if you are a change agent; constantly looking to find a better way.

Ideally you will have:

• A positive mindset and a win/win attitude is a must
• A collaborative approach willing to flex across boundaries and work to shared outcomes
• Experience of managing teams via an outsourced partnership 
• Exceptional people leadership skills
• Skills as a great communicator, a natural collaborator and robust quality management experience
• Can make the complex simple seeing patterns in disparate sets of data
• Experience of stakeholder management at executive leadership level
• Experience in monitoring & improving Quality & Performance Metrics and setting up contractual KPIs
• A people-oriented mindset and energised by a fast-paced environment
• Experience with CCaaS platforms, quality management systems and automated speech/quality systems
• Energy sector experience 
• You’ll be a person with a natural growth mindset and have a keen eye on delivering significant value through process improvement, innovation, automation, cost reduction and delivering brilliant outcomes for our customers. 

Let’s talk about what’s in it for you

We’ll pay you between £60,000 and £70,000, depending on your specific skills and experience. If your expectations are a little different, have a chat with us!

We keep our pay ranges broad on purpose to give us, and you, flexibility to match your experience to our zero carbon mission.

You’ll be eligible for an on-target bonus of 15%. We have one OVO bonus plan that focuses on the collective performance of our people to deliver our Plan Zero goal. 

We also offer plenty of green benefits and progressive policies to help you feel like you belong at OVO…and there’s flex pay.  It’s an extra 9% of your salary on top of your core pay to use as you like. You can take it as cash, add to your pension, or choose to spend it on a huge range of flex benefits. Here’s a taster of what’s on offer: 

For starters, you’ll get 34 days of holiday (including bank holidays). For your healthWith benefits like a healthcare cash plan or private medical insurance depending on your career level, critical illness cover, life assurance, health assessments, and moreFor your wellbeingWith gym membership, gadget, travel and cyber insurance, workplace ISA, will writing services, DNA testing, dental insurance, and more For your lifestyle With extra holiday buying, discount dining, culture cards, tech loans, and supporting your favourite charities with give-as-you-earn donationsFor your home  Get up to £300 off any OVO Energy plan (when you pay by Direct Debit), plus personal carbon offsetting and great discounts on smart thermostats and EV chargersFor your commute Nab a great deal on ultra-low emission car leasing, plus our cycle to work scheme and public transport season ticket loans Want to hear about our full range of flexible benefits and progressive people policies? Our People Team can tell you everything you need to know.

For your Belonging

To find better ways to support our people, we need to listen to each other’s experiences and find ways to build a truly inclusive and diverse workplace. As part of this, we have 8 Belonging Networks at OVO. Led by our people, for our people - so when you join OVO, you can play a part - big or small - with any of the Networks. It's up to you.

Oh, and one last thing...

We’d be thrilled if you tick off all our boxes yet we also believe it’s just as important we tick off all of yours. And if you think you have most of what we’re looking for but not every single thing, go ahead and hit apply. We’d still love to hear from you! If you have any additional requirements, there’s a space to let us know on the application form; we want to make the process as easy and comfortable for you as possible..