Quality Assurance Analyst

Role OVO-View

Team: Quality Assurance

Salary banding: £24,020 - £32,000

Experience: Learner to Mid-Level

Working pattern: Full-Time

Reporting to: Quality Assurance Partner

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

This role in 3 words: Quality, Standards, Insight

Top 3 qualities for this role: Attention to detail, Curious, Analytical

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.

This is a Bristol hub based role, 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:

Our way of working enables our operations teams to treat our customers as individuals.  By understanding their needs our teams are expected to offer products and services to make their lives easier. 

The Quality Assurance team helps ensure that all interactions, voice, digital or in person are of the highest standard and that customers get all the right help and support with their questions to manage their energy and home.

This role in a nutshell:

As a Quality Assurance Analyst your primary responsibility will be to review a large sample of quality and compliance assessments which have been completed by our QA partners or third parties around the world. You will also review body worn camera and/or audio footage to calibrate and accurately evaluate these quality assessments,  driving the right balance of celebration of great work and coachable insight where needed.

Your key outcomes will be:

• Regularly sample and calibrate any scoring conducted by our third party collections partners and OSP quality teams. 
• Building strong collaborative practices both in and outside OVO to ensure that defined quality standards are being met and maintained.
• Responding to identified trends in data, you will support operations by keeping it simple and getting it right the first time.   
• Driving continuous improvement via routine and targeted interactions,  delivering accurate coachable insight to the operational team.
• Conducting independent reviews of work stream tasks to support wider Quality Assurance activity.
• Awareness of all new business processes to help maintain effective and relevant scorecards at all times, making sure that monitoring manages key risk areas.
• Sharing your learning and best practice with colleagues within OVO and our offshore teams around the world.

Systems: Genesys Cloud, Salesforce, Google G-Suite, Nexum

You’ll be a successful Quality Assurance Analyst here at OVO if you're…

• Have a passion for ensuring great quality service is provided to all OVO customers
• Keen attention to detail - it’s important we operate at the highest accuracy
• Are comfortable working across a variety of operational areas - there will be regular changes in the areas you will assess
• Are happy using data and other insight sources to identify improvement areas
• Can clearly articulate your findings both verbally and in writing

Let’s talk about what’s in it for you

We’ll pay you between £24,020 and £32,000, depending on your specific skills and experience. 

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. We'll give you 9% Flex Pay on top of your salary – 4% of this is auto enrolled into your pension, and the remaining 5% is yours to do what you like with. You can use this to buy from our extensive range of flexible benefits, including our green benefits which we've put at the heart of our offering, add to your pension or even take it as cash.

Here’s a taster of what’s on offer: 

For starters, you’ll get 34 days of holiday (including bank holidays).

For your health
With benefits like a healthcare cash plan or private medical insurance depending on your career level, critical illness cover, life assurance, health assessments, and more

For your wellbeing
With gym membership, travel insurance, workplace ISA, will writing services, dental insurance, and more

For your lifestyle
With extra holiday buying, discount dining, home & tech loans, and supporting your favourite charities with give-as-you-earn donations

For your home 
Get up to £400 towards any OVO Energy plan, plus great discounts on solar, smart thermostats and EV chargers

For 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..