QA Manager

Legal And General Group; Cardiff; On-site; GBP 45,000 - 60,000; Full time

Job summary

A leading financial services group in Cardiff is seeking a QA Manager to ensure quality and clarity in member communications. You will oversee the quality assurance process, collaborating with various internal teams to align communications with brand standards and regulatory requirements. A strong background in quality assurance and customer communication is desired, along with the ability to influence best practices across teams.

Benefits

Performance-related bonus

Generous pension contribution

Life assurance

Healthcare Plan

At least 25 days holiday

Electric car scheme

Employee discounts

Qualifications

• Familiarity with FCA and Consumer Duty regulations.
• Proven experience in quality assurance for digital and offline communications.
• Experience working with compliance teams.

Responsibilities

• Own the quality assurance process for member engagement communications.
• Review and approve content for clarity and accuracy.
• Collaborate with Compliance and Advertising Standards teams.

Skills

Behavioural science in customer communications

Attention to detail and quality standards

Strong communication

Stakeholder management

Job description

Company Description

Legal & General (L&G) is a leading UK financial services group and major global investor.

We’ve been safeguarding people’s financial futures since 1836, and strive to build a better society, while improving the lives of our customers and creating value for shareholders.

We are one of the world’s largest asset managers and provide powerful asset origination capabilities. Together, these underpin our retirement and protection solutions: we are an international player in pension risk transfer, in UK and US life insurance, and in UK workplace pensions and retirement income.

Who we are

Our Retail business supports customers throughout their lives, to help them save, plan, protect and enjoy retirement.

We’re a leading provider of retirement and protection solutions. We aim to support our c.12.8 million policyholders and workplace members throughout their lifelong financial journeys.

We focus on helping the customers of today and tomorrow achieve better long-term outcomes. We either talk with them directly or work with intermediaries and employers to meet their needs. We use the latest technology to connect with them quickly, efficiently and wherever possible in highly personalised ways.

Recruiter: Clarice Wale [e-mail]

Job Description

We’re recruiting for a QA Manager to join us.

As a QA Manager you will ensure the quality, consistency, and clarity of member engagement communications across channels by applying brand standards, client-specific preferences, and behavioural science to support consumer understanding and commercial outcomes.

What you'll be doing:

• Own the quality assurance process for all member engagement communications, ensuring consistency with brand guidelines and client-specific tone of voice requirements
• Review and approve content across digital and offline channels, ensuring clarity, accuracy, and alignment with behavioural science principles
• Collaborate with Compliance and Advertising Standards teams to ensure communications meet regulatory standards and support demonstrable consumer understanding
• Develop and maintain QA frameworks and checklists, continuously improve processes to enhance efficiency, reduce errors, and support scalable delivery
• Support the Delivery Team by providing QA oversight on copy, content, and creative executions, ensuring alignment with strategic engagement goals
• Champion clear, customer‑centric communication, balance commercial objectives with member needs, and promote best practice across teams
• Liaise with internal and external stakeholders, including product, marketing, and creative teams, to ensure QA standards are upheld throughout the production lifecycle
• Ensure communications (durable mediums, web content, and telephone communication scripts / frameworks) meet the information needs of customers, are likely to be understood by customers intended to receive the communication, and equip them to make decisions that are timely, properly informed, and effective

Qualifications

Who we're looking for:

• Familiar with behavioural science in customer communications
• Knowledge of FCA and Consumer Duty regulations
• High attention to detail and quality standards
• Balances customer needs with commercial goals
• Influences teams to adopt QA best practices
• Strong communication and stakeholder management
• Proactively improves QA processes and consistency
• Proven experience in quality assurance for digital and offline communications
• Experience working with compliance teams to ensure clarity and fairness in consumer messaging
• Background in reviewing and refining content for clarity, consistency, and customer understanding
• Experience working with cross‑functional teams including copywriters, designers, and product managers
• Comfortable managing QA processes across multiple projects and deadlines

Whatever your role, we reward performance and behaviour with a package that looks after all the things that are important to you. Here are some of the benefits we offer:

• The opportunity to participate in our annual, performance‑related bonus plan and valuable share schemes
• Generous pension contribution
• Life assurance
• Healthcare Plan (permanent employees only)
• At least 25 days holiday, plus public holidays, 26 days after 2 years’ service. There’s also the option to buy and sell holiday
• Competitive family leave
• Participate in our electric car scheme, which offers employees the option to hire a brand‑new electric car through tax efficient salary sacrifice (permanent employees only)
• There are the many discounts we offer – both for our own products and at a range of high street stores and online
• In 2023, some of our workspaces were redesigned. Our offices are great spaces to connect and collaborate and have your wellbeing at the heart

Additional Information

At L&G, we believe it's possible to generate positive returns today while helping to build a better future for all.

If you join us, you’ll be part of a welcoming, inclusive culture, with opportunities to collaborate with people of diverse backgrounds, views, and experiences. Guided by leaders with integrity who care about your future and wellbeing. Empowered through initiatives which support people to develop their careers and excel.

We care passionately about outcomes rather than attendance and are therefore open to discussing all kinds of flexible working options including part‑time, term‑time and job shares. Although some roles have limited flexibility due to customer demand, we accommodate requests when we can.

It doesn’t matter if you don’t meet every single criterion in this advert. Instead, think about what you excel at and what else you can bring in terms of strengths, potential and connection to our purpose.