QA Manager

MERJE; Manchester; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading financial services firm is seeking a Quality Assurance Manager to establish the QA programme within operational teams. This role involves developing a quality-focused culture, conducting investigations, and enhancing the Quality Assurance Framework. The ideal candidate has prior QA experience, strong communication, and analytical skills, and a passion for ensuring good customer outcomes in compliance with financial regulations. This is a permanent position based in Manchester, UK.

Qualifications

• Experience in Quality Assurance roles important.
• Strong communication and analytical skills required.
• Experience in financial services beneficial.

Responsibilities

• Develop a culture of quality across business areas.
• Cover Quality Assurance for customer facing departments.
• Conduct investigations and provide rationale for findings.
• Identify and report on poor customer outcomes.
• Enhance Quality Assurance Framework regularly.
• Report findings in relevant Forums and Committees.
• Share knowledge with QA team to develop skills.

Skills

Previous experience of working within a QA Function

Ability to establish and maintain strong relationships with stakeholders

Understanding of technology for efficiencies in QA function

Strong written and verbal communication skills

Experience in a fast paced environment

Strong analytical and organisational skills

Pragmatic assessment of monitoring findings

Ability to deal with operational areas, including senior management

Understanding of financial services industry and FCA sourcebooks

Passionate about delivering good customer outcomes

Job description

Overview

Our client, a leading financial services firm are looking for a Quality Assurance Manager to join the team on a permanent basis.

As Quality Assurance Manager you will work to reintroduce the Quality Assurance (QA) programme in the operational teams. Providing assurance, where appropriate, that the firm are delivering suitable outcomes and support to customers and adhering to processes and procedures. Ultimately, the role will expand to build and lead a rightsized QAteam.

Role and Responsibilities

• Work with all business areas to develop a strong culture of quality.
• Cover the Quality Assurance of all customer facing departments including but not limited to; Customer Service, Customer Relations and Financial Crime Departments.
• Carry out investigations and assessments and provide rationale for findings and supporting evidence to substantiate these;
• Identifying emerging or actual themes or trends and issues concisely for senior management and the operational areas, highlighting where customers are receiving poor outcomes and establishing root cause.
• Liaise with business to understand any issues they are experiencing, identifying any ad hoc thematic requirements, ensuring that learnings from QA are utilised with the aim of improving quality and customer outcomes.
• Provide robust, effective, and insightful reporting, analysis and communication to provide senior management and the operational areas assurance that the business is compliant with the Quality Assurance Framework and regulatory obligations.
• Regularly review and enhance Quality Assurance Framework, Scorecards and Guidance to ensure QA checks are focused on current requirements applying a risk-based approach.
• Reporting findings into various Forums and Committees, including the Risk & Compliance Committee.
• Share knowledge and experience with QA team to help and further develop.

Key Skills and Experience

• Previous experience of working within a QA Function
• Ability to establish and maintain strong, professional relationships with stakeholders
• A good understanding of how technology can be exploited to deliver maximum efficiencies in the QA function
• Strong written and verbal communication skills
• Experience of working and delivering targets in a fast paced environment
• Strong analytical and organisational skills
• Ability to pragmatically assess monitoring findings
• Confident individual with the ability to deal with operational areas, including senior management
• Proven understanding of the financial services industry relating to payment services and E-money, including the delivery of good customer outcomes and applicable FCA sourcebooks.
• Passionate about the delivery of good customer outcomes.

Preferable Criteria

• Experience of implementing and embedding a QA Framework
• Previous experience of working within Payment Services and E-Money
• Experience of leading a team
• Experience of assurance activities in financial crime teams.

Applicants must be located and eligible to work in the UK without sponsorship. Please note, should feedback not be received within 28 days, unfortunately your application has been unsuccessful. In applying for this role, you may be registered on our database so we can contact you about suitable opportunities in future.

Your data will be managed in accordance with our Privacy Policy, which can be found on our website. If you would like this job advertisement in an alternative format, please contact MERJE directly.