Delivery QA

Why BT?

We’ve always been an organisation with purpose; to use the power of communications to make a better world. You can trace this back to our beginning as pioneers of the world’s first telecommunications company. At our heart we’re a technology company with research and innovation in our bones and a desire to be personal, simple, and brilliant for our customers - those are the values we live by whilst also creating an inclusive working environment where people from all backgrounds can succeed.

Our pursuit of progress over the past 180 years has established BT as a strong, successful brand, with huge scale capable of achieving great things. From supporting emergency services, hospitals, banks and keeping economies around the world online, safe and secure, to delivering large scale technology infrastructure like the creation of BT Sport.

Today in this fast changing, always on, digital world our purpose remains true. Yet the market conditions, regulation and competition we face are tougher than ever before. So, if you have the drive, optimism and resilience to help propel us forward we’ll offer unrivalled personal development, a wealth of opportunities to learn, experience new things and pursue new careers. If that’s you and what you’re looking for, we’d love you to be part of our future.

Why Global?

With customers in 180 countries, we're a leading global business communications provider. We have 17,000 people serving multinational companies, providing the services they need to create the digital transformation of their businesses.

Thanks to our portfolio strategy, the Cloud of Clouds, we provide high-performance, integrated and secure network and IT infrastructure services to global customers. It means our customers can connect easily and securely to the applications and data they need, wherever they are in the world. Our Digital GS strategy we are moving to will help create a better future for GS and our people. With a business focused around a global customer base and a portfolio of scalable repeatable solutions, supported by outstanding customer service and market-leading security.

To deliver it we need to focus where we can be brilliant, be more straightforward to do business with and meet customer needs with greater agility. This will help us to become a more profitable, predictable and customer-focused business.

Why this job matters

As a member of the Quality and Training unit the QA will contribute to the high-quality product delivery and customer service to our global customer base on our product portfolio within Service Delivery.

QAs are monitoring that the Delivery Team meets the set quality standards and targets globally. The owner of the role will support the QA and Training Lead to create the right quality assurance system, procedures and policies for the Global Delivery Team. Their duties include training and coaching the Delivery Teams, monitoring their performance, collecting and analyzing data and to provide regular performance trend reports, feedback and improvement suggestions to the operational teams.

What I’ll be doing – your accountabilities

• Responsible for developing and implementing quality assurance and training policies, procedures, and systems
• Responsible for performing MYSD audits and other checks to ensure compliance with quality standards and internal delivery processes
• Responsible for collecting and analyzing data gathered during quality audit
• Responsible for providing and presenting regular performance reports and trend reports
• Responsible for setting up and maintain a general knowledge base for the Delivery Team
• Responsible for delivering trainings and coaching for the Delivery Org. including new joiner trainings
• Responsible for identifying training gaps and suggest solutions including improvement or training plans
• Responsible for identifying performance issues on individual and team level and recommend solutions to management
• Coordinate with the QA and Training lead to resolve quality and training issues

Skills required for the job

• Strong Product Portfolio and Delivery knowledge
• Understanding of quality assurance processes and standards
• Focusing on all aspects and details of a task and delivering your output with a high level of accuracy
• Coaching and training skills
• Communicating effectively and efficiently while adapting to your audience and getting the message through as intended
• Critical thinking skills
• Using all data and information available to analyse and understand a situation, with the aim of supporting decisions
• Technical skills and comfort with databases and report generation tools
• Organisational and time management skills
• Understanding and experience of ITIL Functions

Experience you would be expected to have

• At leas 1 year experience in Service Delivery with understanding of the portfolio products
• Experience with MS Office tools
• Experience in the field of quality audit, quality assurance or learning and development
• Experience working in collaboration with multiple/ wider teams
• Experience driving improvement ideas and supporting their implementation
• Experience of working independently

About us

BT Group was the world’s first telco and our heritage in the sector is unrivalled. As home to several of the UK’s most recognised and cherished brands – BT, EE, Openreach and Plusnet, we have always played a critical role in creating the future, and we have reached an inflection point in the transformation of our business.

Over the next two years, we will complete the UK’s largest and most successful digital infrastructure project – connecting more than 25 million premises to full fibre broadband. Together with our heavy investment in 5G, we play a central role in revolutionising how people connect with each other.

While we are through the most capital-intensive phase of our fibre investment, meaning we can reward our shareholders for their commitment and patience, we are absolutely focused on how we organise ourselves in the best way to serve our customers in the years to come. This includes radical simplification of systems, structures, and processes on a huge scale. Together with our application of AI and technology, we are on a path to creating the UK’s best telco, reimagining the customer experience and relationship with one of this country’s biggest infrastructure companies.

Change on the scale we will all experience in the coming years is unprecedented. BT Group is committed to being the driving force behind improving connectivity for millions and there has never been a more exciting time to join a company and leadership team with the skills, experience, creativity, and passion to take this company into a new era.

A FEW POINTS TO NOTE:

Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.

DON'T MEET EVERY SINGLE REQUIREMENT?

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.