Knowledge, Learning and Quality Lead
| Dyddiad hysbysebu: | 19 Mawrth 2026 |
|---|---|
| Oriau: | Llawn Amser |
| Dyddiad cau: | 18 Ebrill 2026 |
| Lleoliad: | W2 6BD |
| Gweithio o bell: | Ar y safle yn unig |
| Cwmni: | Capita plc |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | 10118422-42284 |
Crynodeb
We are bringing Knowledge, Learning and Quality under one dedicated leader to transform how our people-and our AI-deliver accurate, compliant, first‑time‑right outcomes at scale.
This senior role is pivotal to shaping the foundation of a major transformation programme, enabling a fully AI‑enabled contact centre and back‑office operation.
You will own the end‑to‑end KLQ ecosystem, ensuring operational knowledge is accurate, findable, AI‑ready, translated into effective learning, and validated through robust quality assurance. Through this, you will create a seamless flow between knowledge, capability and performance-improving customer experience, reducing errors, and accelerating time to competence.
What You'll Be Doing:
Knowledge Leadership
• Own the Knowledge ecosystem and act as custodian of Capita's single source of truth for operational content.
• Ensure all knowledge is accurate, structured, governed and fully AI‑ready for chatbots, copilots and RAG pipelines.
• Lead the creation and optimisation of task‑based articles, decision trees and exception guidance.
• Apply taxonomy, metadata and search optimisation to drive findability and reduce null‑search/retry rates.
Learning & Capability Leadership
• Lead the Learning function, ensuring training, onboarding and upskilling are fully aligned with live operational knowledge.
• Own the capability framework by role, including competencies, learning pathways and assessment strategy.
• Design curricula for onboarding, nesting, cross‑skilling and change initiatives.
• Measure learning effectiveness and time‑to‑competence improvements.
Quality Assurance Leadership
• Own and enhance the QA framework, including scoring models, rubrics, calibration and evidence standards.
• Use QA, CX, analytics and operational insight to inform both knowledge updates and targeted learning.
• Drive quality uplift, improved first‑time‑right and reduced repeat contact.
Closed‑Loop Improvement
• Create a fully connected model where knowledge, learning and quality continuously inform each other.
• Ensure insight from QA and analytics leads to fast, measurable improvements.
AI & Technology Enablement
• Partner with Technology and Data teams to support AI pipelines, governance, safe content patterns and answer‑quality monitoring.
• Govern the content, guardrails, source‑of‑truth whitelists and structures required for safe and compliant AI outputs.
Stakeholder & Team Leadership
• Lead a multidisciplinary team including Knowledge Analysts, Content Ops, Trainers, Digital Learning, QA Analysts, Calibration Specialists, and Speech/Text Analytics.
• Collaborate with Operations, Transformation, Technology, Compliance and Client teams.
• Support a fast‑paced multi‑programme transformation environment where urgency and quality must coexist.
What we're looking for:
(Essential):
• Proven leadership across Knowledge, Learning and/or Quality within contact centre or back‑office operations.
• Expertise in content design, taxonomy, process documentation and plain‑English writing.
• Strong understanding of AI‑ready content, including RAG structures, citations, guardrails and safety requirements.
• Experience leading QA frameworks, calibration and speech/text analytics.
• Strong capability in designing learning frameworks, curricula, assessments and capability uplift.
• Excellent senior stakeholder management, resilience and change leadership skills.
(Desirable):
• Experience enabling AI, chatbots or copilots with governed content.
• Familiarity with CCaaS/CRM platforms (Amazon Connect, Genesys, Five9, Salesforce/Dynamics).
• Experience with analytics tools, LMS/LXP platforms and enterprise KM systems.
• Exposure to public‑sector or regulated environments.
What Success Looks Like
• A robust Single Source of Truth used consistently by humans and AI.
• Reduced time‑to‑competence for new hires and upskilling.
• Quality uplift, tighter calibration, safer answers and improved customer outcomes.
• Lower repeat contact and rework; improved FCR and operational efficiency.
• AI‑ready knowledge with safe responses, guardrails, citations and aligned governance.
• Strong adoption across frontline and AI systems.
Why Join Us?
This programme is redefining how Capita delivers customer service-building an AI‑enabled operation that is modern, scalable and insight‑driven. As the Knowledge, Learning & Quality Lead, you will be central to shaping this transformation and enabling our people and technology to perform at their very best.
About Capita
Capita is an outsourcer, helping clients across the public and private sectors run complex business processes more efficiently, creating better consumer experiences. Operating across 8 countries, Capita's 41,000 colleagues support primarily UK and European clients with people-based services underpinned by market-leading technology.
We're a vital support service for our clients, enabling the everyday interactions that we expect to run seamlessly, to run seamlessly.
A publicly listed business with adjusted revenue of £2.6bn, Capita's areas of focus are Central Government, Local Public Service, Defence, Learning, Fire & Security, Contact Centres and Pensions Solutions. We're embracing change to respond to the ever-changing needs of society, creating better outcomes for all our stakeholders
What's in it for you?
• A competitive basic salary
• 23 days' holiday (rising to 27 ) with the opportunity to buy extra leave
• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
• Auto-enrolment to our company pension, life assurance, a cycle2work scheme, 15 weeks' fully paid maternity, adoption and shared parental leave, paternity pay of two weeks...and plenty more
• Voluntary benefits designed to suit your lifestyle - from discounts on retail and socialising, to health & wellbeing, travel and technology
• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform
• You'll get the chance to follow your chosen career path anywhere in Capita. You'll be joining a network of experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we'll provide the support you need to do just that. Our purpose is to create a better outcome for you.
What we hope you'll do next:
Choose 'Apply now' to fill out our short application, so that we can find out more about you.
[add information regarding assessment process, closing date, start date, contact email if applicable]
Equal Opportunities
At Capita, we're committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. We want everyone to have the best chance of succeeding as they move through their application and start their career with us. We are an equal opportunity and Disability Confident employer, we want to hear from you if you'd like to discuss any adjustments you might need during your recruitment process. Please email reasonableadjustments@capita.com or call 07784 237318 and we'll get back to you to discuss. For more information about equal opportunities and the types of adjustments we can offer, please visit the Capita Careers website.
If you have a question that does not relate to adjustments during your recruitment process, please email our Talent Acquisition team - CPScareers@capita.com
We're truly committed to building a diverse and representative workforce and as part of our strategic plans we are aiming to accelerate gender and ethnic representation in leadership. As such we would particularly welcome applications from people who are female and/or are from Black, Asian and other ethnic minority backgrounds.
Aelod balch o'r cynllun cyflogwyr Hyderus o ran Anabledd