Job Details
Salary: Competitive
Hours: Full Time, 37.5 hours a week
Location: Swansea (hybrid working 3 days a week)
Contract: Permanent
Closing Date: 5th June 2025
At Virgin Atlantic Airways, we believe that everyone can take on the world, and it's our vision to become the most loved travel company. As we embark on this next exciting stage of our journey, we're harnessing our spirit of entrepreneurship and innovation to challenge the status quo.
Join our team of forward-thinkers who approach the world with a different lens! We value individuals who are vocal about driving positive change and are willing to dive into both big and small tasks. If you're ready to take your career to new heights, this opportunity is for you.
In a nutshell
Virgin Atlantic is looking for a passionate and detail-driven leader to head our Quality Assurance & Compliance team within the Customer Centre. As a Quality Assurance & Compliance Team Manager, you’ll be responsible for monitoring and improving the quality of customer interactions, ensuring compliance with internal standards, regulatory requirements, and industry best practices. Working closely with operational leaders, Training, and Comms & Change teams, you’ll turn quality insights into meaningful improvements in agent performance, customer outcomes, and process efficiency.
With a strong focus on coaching, development, and continuous improvement, you’ll use data and trend analysis to identify root causes, implement solutions, and influence change across the customer journey—helping to foster a high-performance culture where customer experience, compliance, and operational excellence thrive together.
Day to day
The primary purpose of a Quality Assurance & Compliance Team Manager is to ensure that customer interactions meet internal standards and external regulations. Other responsibilities include:
- Oversee the design, implementation, and delivery of quality assurance frameworks, ensuring regular and consistent auditing of customer interactions.
- Ensure all customer interactions comply with industry regulations (e.g., GDPR, PCI) and company policies.
- Lead, coach, and develop the Quality & Compliance team to ensure high performance, strong engagement, and continuous development, establishing objectives for the team that align with broader customer centre goals.
- Analyse data and trends to inform operational decision-making and coaching opportunities across teams.
- Drive initiatives to improve customer experience, reduce errors, and enhance agent capability through audit insights and root cause analysis.
- Build and maintain credible relationships within the Customer Centre, communicating with confidence and working closely with Customer Centre Managers to have the correct benchmarks and controls in place.
About you
Are you a passionate, people-first leader who thrives on the details that make a big difference? We are also looking for the following:
- Proven experience in a Contact Centre leadership role, preferably with a focus on Quality Assurance or Compliance.
- Strong knowledge of quality frameworks, monitoring practices, and regulatory requirements (e.g., GDPR, PCI, or sector-specific standards).
- Demonstrated ability to lead and develop teams, with experience in setting goals, managing performance, and driving continuous improvement.
- Willingness and ability to travel between UK sites as required.
If this sounds like you then we would love to hear from you!
Internal info
Hiring manager: Louise PhillipsGlobal grade: C
Our recipe for leadership
At Virgin Atlantic, our leaders empower teams to thrive through collaboration, innovation, and excellence. Explore our Leadership Recipe and discover the 20 core ingredients that define what it means to lead with us, driving our mission to be the most loved travel company and achieve sustainable profit. Want to learn more? Click here
Be yourself
Our customers come from all walks of life and so do our colleagues. That’s why we’re proud to be an equal opportunity employer and actively encourage applications from all backgrounds. At Virgin Atlantic, we believe everyone can take on the world - no matter your age, gender, gender identity, gender expression, ethnicity, sexual orientation, disabilities, religion, or beliefs. We celebrate difference and everything that makes our colleagues unique by upholding an inclusive environment in which we can all thrive. So that everyone at Virgin Atlantic can be themselves and know they belong.
To make your journey with us accessible and individual to you, we encourage you to let us know if you’d like a little extra help with your application, or if you have any individual requirements at any stage along your recruitment journey. We are here to support you, so please reach out to our team, ([email protected]) feeling confident that we’ve got your individual considerations covered.