Quality Assurance Manager

BCMGlobal; Ipswich; On-site; GBP 65,000 - 90,000; Full time

Benefits offered by this job

25 days holiday

Pension with employer contribution

Life assurance

Private healthcare

Discretionary bonus

Wellbeing days

Cycle to Work

Employee recognition

Social & Sports events

Job summary

BCMGlobal Mortgage Services is seeking an experienced Quality Assurance Manager to lead our QA function and ensure fair customer outcomes. This role focuses on Consumer Duty, customer journeys, and independent oversight across mortgage servicing operations in Ipswich.

You will lead the QA team, embed Consumer Duty throughout the business, assess interactions for fair treatment, identify customer harm, and drive improvements with data-driven insights for senior leadership and clients.

Qualifications

• Experience in Quality Assurance, Risk, Conduct, Customer Outcomes or Compliance.
• Strong understanding of Consumer Duty, customer vulnerability and FCA regulations.
• Financial services experience, ideally within mortgages or lending.
• Excellent communication and stakeholder management skills.
• Previous leadership or people management experience.
• A genuine passion for delivering fair customer outcomes.

Responsibilities

• Lead and develop the Quality Assurance team.
• Embed Consumer Duty and customer outcome principles across the business.
• Assess customer interactions to ensure fair treatment and good outcomes.
• Identify customer harm and drive improvements.
• Conduct quality reviews, thematic assessments and trend analysis.
• Provide insights to senior leadership and clients.
• Influence operational improvements through data and evidence-based recommendations.

Skills

QA Management

Consumer Duty

Stakeholder mgmt

Leadership

Quality Assurance

Job description

At BCMGlobal Mortgage Services, we're looking for an experienced Quality Assurance Manager to lead our Quality Assurance function and help ensure every customer receives the fair outcomes they deserve.

This is a fantastic opportunity for someone passionate about Consumer Duty, customer outcomes and driving positive change. You'll provide independent oversight across our mortgage servicing operations, helping to identify customer harm, improve customer journeys and ensure Consumer Duty principles remain embedded in everything we do.

What You'll Be Doing

• Leading and developing the Quality Assurance team
• Embedding Consumer Duty and customer outcome principles across the business
• Assessing customer interactions and journeys to ensure fair treatment and good customer outcomes
• Identifying actual or potential customer harm and driving improvements
• Conducting quality reviews, thematic assessments and trend analysis
• Providing meaningful insight and assurance to senior leadership and clients
• Influencing operational improvements through data, challenge and evidence-based recommendations

What We're Looking For

• Experience in Quality Assurance, Risk, Conduct, Customer Outcomes or Compliance
• Strong understanding of Consumer Duty, customer vulnerability and FCA regulationsExperience assessing customer outcomes and identifying customer harm
• Financial services experience, ideally within mortgages or lending
• Excellent communication and stakeholder management skills
• Previous leadership or people management experience
• A genuine passion for delivering fair customer outcomes

Why Join BCMGlobal?

We're building a culture where customers, colleagues and continuous improvement come first.

Our benefits include:

• 25 days holiday, with the option to buy more
• Pension with up to 5% employer contribution
• Life assurance and private healthcare (role dependent)
• Discretionary bonus scheme
• Wellbeing and volunteering days
• Cycle to Work scheme
• Employee recognition and referral programmes
• Social events and Sports & Social Committee

If you're passionate about Consumer Duty, protecting customers from harm and driving exceptional customer outcomes, we'd love to hear from you.