Wholesale Quality and Governance Lead

Location: Salford Quays, M5 3TT (Hybrid working)

Contract Type: Full Time


This role supports Wholesale Services and our Direct Business to Business areas to deliver a brilliant customer experience, governed via a robust quality framework, ensuring strict adherence to all compliance standards. The role drives risk mitigation activity, co-ordinates and responds to regulatory information requests as well as communicating key standards and messages to our colleagues.

Some of the key responsibilities will include but not be limited to:

Design and execute the quality management framework and co-ordinate calibration sessions to ensure we assess performance correctly. Create and deliver quality, governance and compliance improvement plans identified through monitoring in a timely manner. Drive the reduction of address errors within the Emergency Database. Completing root cause analysis on these errors and implementing improvement plans through stakeholder engagement within and outside of the business. Drive DirectB2B and Wholesale Services adherence to ISO 9001, Ofcom General Conditions, Privacy regulations as well as Risk Management and Business Continuity policies. Achieved by helping business areas to understand requirements, identifying gaps and delivering remediation activities. Write and maintain standards and guidelines for colleagues and ensure changes and requirements are communicated to colleagues. Co-ordinate People Leader huddles for TTWS Ops leadership team. Complete business reporting including Trading Board packs, Compliance Committee submissions, TTB Ops reporting and Quality performance.   Facilitate and co-ordinate regulatory requests for information, GDPR individual rights requests (such as Subject Access Requests), ensuring senior management engagement and governance protocols are followed. Co-ordinate mandatory training completion and scheduling across teams.

Must have:

1.           Able to communicate clearly and succinctly by email, call or video with business stakeholders or Wholesale partners.

2.           Analytical mindset. You can complete root cause analysis and identify

actions to address problems.

3.           Be able to work autonomously with great organisational skills. You can prioritise your workload to meet deadlines.

4.           Know how to use Microsoft Office programs proficiently.

5.           Quality and results focussed.            

Be great to also have:

Understanding of Ofcom / Privacy regulations. Operational risk or quality monitoring experience Experience of digital media - Tech savvy B2B Operational understanding

As a recognised Top 50 Inclusive Employer in the UK, we know that diversity means success and innovation. We want our workplace to reflect the communities and customer we serve. Being inclusive is part of our DNA; we are all 100% human, and we create a culture where you can truly be yourself.

We’re also not your usual 9-5. We are a dynamic workplace and we want to talk to you about how you like to work.


  • My Wellbeing

    We want you to feel good at work — and not just because you’re doing great things for our customers. We run lots of wellbeing initiatives throughout the year.

  • My Products

    We offer all of our people free TalkTalk Fibre, TV and Phone (you’ll be helping us make them what they are, so it’s only fair that you get to enjoy them).

  • My Flexibility

    We all lead different lives and like to work differently, so whether it's working from home or starting and finishing your day later, we’ll give you the flexibility you need to do your best work.

  • My Benefits

    Think company pension scheme, private medical insurance, income protection and life assurance, plus all sorts of other benefits designed to make your life easier.


Wholesale Quality and Governance Lead

Location: Salford Quays, M5 3TT

Contract Type: Full Time