Quality Assurance Manager

ZipRecruiter; Metropolitan Borough of Solihull; Hybrid; GBP 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Quality Assurance Manager to enhance customer contact quality and ensure compliance with regulatory standards. This role involves overseeing QA processes, mentoring a team, and implementing feedback mechanisms to drive improvements. Join a forward-thinking company that values positivity and ownership, offering a competitive salary and a flexible benefits package tailored to your needs. If you're passionate about making a positive impact and meet most of the requirements, we want to hear from you!

Benefits

Competitive salary

Contributory pension scheme

Health Cash Plan Scheme

Life insurance

Private medical insurance

Lifestyle benefits

Discounts on dining

Cinema discounts

Holiday buy/sell opportunity

Qualifications

• Experience in a Quality Assurance role or compliance background.
• Strong analytical abilities and attention to detail.

Responsibilities

• Oversee QA processes and ensure performance is measured.
• Mentor QA Officers to achieve targets through guidance.

Skills

Quality Assurance

Compliance

Communication Skills

Analytical Abilities

Leadership

Job description

Job Description

Job Title: Quality Assurance Manager

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

Hours: Full time, Permanent

A bit about us:

At BNP Paribas Personal Finance, we are proud to be part of a global banking group. Our mission is simple: to provide straightforward consumer finance solutions that empower customers to make responsible financial decisions. We partner with some of the UK’s most well-known retailers and brands to help their customers finance purchases responsibly.

The Role:

The Quality Assurance Manager will report to the Head of Organisational Conduct and will collaborate with the Operations Leadership Team to develop and manage the QA function at BNP Paribas PF. This role involves overseeing quality and compliance monitoring for all customer contacts, ensuring alignment with regulatory requirements, industry standards, and a strong focus on risk, regulation, Conduct Risk Framework, FCA regulation, and Consumer Duty principles.

Key Responsibilities:

1. Oversee the QA processes and ensure all performance is measured against the established Quality Monitoring framework.
2. Mentor and coach QA Officers/Colleagues to achieve targets through observation and guidance as part of the Training and Competency Scheme.
3. Keep the framework up to date, ensuring compliance with all requirements and providing necessary support to team members to achieve competent status.
4. Lead a themed customer journey review program to enhance customer contact quality. Communicate findings and coordinate training interventions.
5. Implement and maintain processes for capturing and actioning feedback, ensuring timely follow-up and updates as needed.
6. Organise the team to ensure efficient workflow and adherence to service level agreements.
7. Proactively identify high-risk areas and collaborate on action plans to address them.
8. Deliver high-quality trend reports and feedback to Operations Managers to support ongoing quality improvement efforts.

Skills & Attributes:

• Experience working in a Quality Assurance role or compliance background.
• Background in Financial Services is desirable.
• Ability to set objectives and lead teams to achieve them.
• Excellent communication and interpersonal skills.
• Strong analytical abilities and attention to detail.

What’s in it for you?

Joining BNP Paribas Personal Finance means becoming part of a Top Employer UK dedicated to making a difference to the lives of our customers. Along with a fulfilling career, you'll enjoy a benefits package which you can tailor to your lifestyle and needs, including:

• Competitive salary and a contributory pension scheme.
• Access to our Health Cash Plan Scheme.
• A multi-award-winning flexible benefits platform offering life insurance, private medical insurance, or lifestyle benefits that include discounts on dining, cinema, and days out.
• The opportunity to buy and sell holidays, giving you even more control over your work-life balance.

Could this be you?

Making a positive impact is at the heart of everything we do – for colleagues, customers, partners, or the community. We live by our values: positivity, bravery, and ownership. We believe a positive attitude and a passion for making things happen matter most. Don’t let confidence hold you back – there’s no such thing as a ‘perfect’ candidate. If you meet 75% of the requirements, we want to hear from you! Whether considering a career change or sector jump, we welcome transferable skills.

Apply now to express your interest and discover how you can contribute to our dynamic team.

For more about careers at BNP Paribas Personal Finance UK, visit: https://www.bnpparibas-pf.co.uk/careers.

Equal Opportunities Disclaimer

BNP Paribas Personal Finance promotes equality of opportunity and is committed to ensuring no individual is discriminated against based on age, gender reassignment, marriage or civil partnership status, maternity, religion or belief, or disability.