Quality Assurance Manager

BNP Paribas Personal Finance; Metropolitan Borough of Solihull; Hybrid; GBP 40,000 - 70,000; Full time

Job summary

Join a forward-thinking company as a Quality Assurance Manager, where you will lead quality and compliance efforts in a dynamic environment. This role offers the chance to make a significant impact by overseeing customer contact quality and ensuring adherence to regulatory standards. With a focus on mentorship and continuous improvement, you will collaborate with leadership to enhance service delivery. Enjoy a competitive salary and a flexible benefits package tailored to your lifestyle. If you're passionate about making a difference and possess the right skills, we want to hear from you!

Benefits

Competitive salary

Contributory pension scheme

Health Cash Plan Scheme

Flexible benefits platform

Life insurance

Private medical insurance

Discounts on dining and cinema

Holiday buy/sell opportunity

Qualifications

• Experience in a Quality Assurance role or compliance background is essential.
• Strong analytical skills and attention to detail are crucial.

Responsibilities

• Oversee QA processes and ensure compliance with regulatory requirements.
• Mentor QA Officers to achieve targets and maintain quality standards.

Skills

Quality Assurance experience

Compliance background

Financial Services knowledge

Leadership skills

Communication skills

Analytical abilities

Job description

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Full Job Description

Job Title: Quality Assurance Manager

Location:Solihull; a flexible hybrid working model which supports you aswell as enabling you to work collaboratively with your colleagues

Hours: Full time, Permanent

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A bitabout us:

At BNP Paribas Personal Finance, we are proudto be part of a global banking group. Our mission is simple: toprovide straightforward consumer finance solutions that empowercustomers to make responsible financial decisions. We partner withsome of the UK’s most well-known retailers and brands to help theircustomers finance purchases in a responsible way.

The Role:

The Quality Assurance Manager willreport to the Head of Organisational Conduct and will collaborate withthe Operations Leadership Team to develop and manage the QA functionat BNP Paribas PF. This role involves overseeing quality andcompliance monitoring for all customer contacts, ensuring alignmentwith regulatory requirements, industry standards, and a strong focuson risk, regulation, Conduct Risk Framework, FCA regulation, andConsumer Duty principles.

Key Responsibilities:

• Oversee the QA processes and ensure all performanceis measured against the established Quality Monitoring framework
• Mentor and coach QA Officers/Colleagues to achieve targetsthrough observation and guidance as part of the Training andCompetency Scheme
• Keep the framework up to date, ensuringcompliance with all requirements and providing necessary support toteam members to achieve competent status
• Lead a themedcustomer journey review program to enhance customer contact quality.Communicate findings and coordinate training interventions
• Implement and maintain processes for capturing and actioningfeedback, ensuring timely follow-up and updates as needed
• Organise the team to ensure efficient workflow and adherenceto service level agreements.
• Proactively identify high-riskareas and collaborate on action plans to address them
• Deliverhigh-quality trend reports and feedback to Operations Managers tosupport ongoing quality improvement efforts

Skills & Attributes:

• Experience working ina Quality Assurance role or compliance background
• Backgroundin Financial Services is desirable
• Ability to set objectivesand lead teams to achieve them
• Excellent communication andinterpersonal skills
• Strong analytical abilities andattention to detail

What’s in it for you?

Joining BNP Paribas Personal Finance means becoming partof a Top Employer UK dedicated to making a difference to the lives ofour customers. Along with a fulfilling career, you'll be able to enjoya benefits package which you can tailor to your lifestyle and needs,with key highlights including;

• Competitive salary and acontributory pension scheme
• Access to our Health Cash PlanScheme
• A multi-award-winning flexible benefits platformoffering life insurance, private medical insurance, or lifestylebenefits that include discounts on dining, cinema, and days out
• The opportunity to buy and sell holidays, giving you evenmore control over your work-life balance

Could this be you?

Making a positive impact isat the heart of everything we do – whether for our colleagues,customers, partners, or the community. We live by our values: We’repositive, we’re brave, and we own it. We believe a positive attitudeand a passion for making things happen matter most. Don’t letconfidence hold you back – there’s no such thing as a ‘perfect’candidate. If you meet 75% of the requirements for this role, we wantto hear from you! Whether you're considering a career change orexploring a sector jump, we welcome applicants with transferableskills.

Apply now to express your interest anddiscover how you can make a meaningful contribution to our dynamicteam.

To learn more about careers at BNP ParibasPersonal Finance UK, visit our website:

BNP Paribas Personal Financepromotes equality of opportunity and is committed to ensure that noindividual is discriminated against on the grounds of age, disability,gender reassignment, marriage or civil partnership status, pregnancyand maternity, race, religion or belief, sex or sexual orientation.