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What You'll Be Doing:
- Manage, recruit, train, coach, and develop a team of QA Specialists, ensuring high performance and development through objective setting and learning plans.
- Oversee quality assurance activities across operational areas, ensuring adherence to policies, procedures, and regulatory requirements.
- Drive continuous improvement using structured frameworks, such as Ways of Working , and support ongoing development and change initiatives.
- Report on QA metrics to Senior Management and key committees, ensuring accurate and timely data for decision-making and regulatory compliance.
- Conduct Root Cause Analysis and implement solutions to improve customer experience, and identify development needs across QA processes.
- Regularly review policies, procedures, and regulatory requirements, ensuring they are up-to-date and aligned with governance standards.
Key Skills & Experience:
- Solid understanding of Financial Services/Consumer Credit sectors and experience working in regulated environments.
- Proven leadership experience in managing Quality Assurance/Control functions.
- Strong data analysis, MI production, and reporting skills with a background in Risk-based and Root Cause Analysis.
- Excellent communication, coaching, and training skills, with a demonstrated ability to lead and motivate teams.
- Knowledge of SLA and KPI management and proficiency in Microsoft Office applications.
What You'll Gain:
- Experience across operational processes and reporting on assurance activities to senior management.
- The opportunity to lead, coach, and develop a high-performing QA team in a key business assurance function.
- Build strong relationships across various operational and business assurance teams.
How We'll Support You:
- Comprehensive induction and ongoing learning opportunities.
- Regular feedback, coaching, and clear objective setting to support your development.
- A work environment that encourages you to be your whole self and a culture of continuous learning.
Attributes & Behaviours:
- Attention to detail, adaptability, and a positive attitude.
- Ability to work to tight deadlines while maintaining high standards.
- Empathetic, team-oriented, and driven to continuously improve quality and processes.
This is an exciting opportunity to play a pivotal role in shaping the quality assurance framework and leading a team to deliver exceptional customer outcomes within a dynamic and regulated environment.
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