Quality Assurance Manager

ADP; Staines-upon-Thames; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading global technology company is seeking a Quality Assurance Manager to lead the QA team in their Operational Excellence department. The role involves managing QA Analysts, executing quality strategies, and driving continuous improvement. Ideal candidates will have a strong background in quality assurance with excellent leadership skills. This position offers a hybrid working model — 3 days in the office and 2 days from home.

Benefits

25 days holiday

Flexible benefits including private medical insurance

Study support

Employee Assistance Program

Company social events

Annual bonus scheme

Qualifications

• Demonstrated ability to manage, mentor, and motivate high-performing QA or service teams.
• Deep knowledge of QA frameworks, monitoring practices, and continuous improvement tools.
• Ability to synthesize data and translate findings into strategic initiatives.
• Strong verbal and written communication skills.
• Experience driving behavioral change across cross-functional teams.
• Commitment to accuracy and compliance in a complex, high-volume environment.
• Proven success working with Product, Compliance, and Service Delivery teams.

Responsibilities

• Lead, coach, and develop a team of Quality Assurance Analysts.
• Define and implement the overall quality assurance framework.
• Work collaboratively with the Senior Services Leadership Team.
• Oversee execution of quality reviews, calibrations, and audits.
• Analyze quality metrics and perform root cause analysis.
• Establish structured reporting for quality assurance insights.
• Foster collaboration with Service Delivery and Compliance.
• Establish KPIs, dashboards, and report cadence.
• Ensure QA processes adhere to internal controls and standards.
• Serve as a subject-matter expert on quality governance.
• Invest in people development through coaching and feedback.

Skills

Leadership & People Development

Operational Quality Expertise

Strategic & Analytical Thinking

Communication & Influence

Change Management

Attention to Detail

Collaboration

Job description

Overview

We are seeking a Quality Assurance Manager to lead the Quality Assurance team within ADP’s Operational Excellence department, supporting the Services organization!This role offers high visibility and strategic impact across ADP’s Services organization. Ideal for a dynamic leader with a passion for operational excellence, data‑driven decision making, and developing talent.

Location: Preferably our Cheadle office however we are also open to someone being based out of our Staines office

Hybrid working: 3 days in office and 2 days from home

In this leadership role, you will define and execute the quality strategy, manage a team of QA Analysts, and spearhead continuous improvement initiatives that elevate service delivery, client satisfaction, and operational compliance. You will partner with cross ‑ functional stakeholders to ensure accuracy, consistency, and efficiency across high ‑ volume service workflows.

Responsibilities

• Lead, coach, and develop a team of Quality Assurance Analysts, fostering a culture of accountability and continuous improvement.
• Define and implement the overall quality assurance framework ensuring alignment with Operational Excellence objectives.
• Work collaboratively with the Senior Services Leadership Team to define and develop the quality assurance strategy and annual roadmap.
• Oversee execution of quality reviews, calibrations, and audits to monitor associate performance and process adherence.
• Analyze quality metrics and perform root cause analysis to identify trends, systemic issues, and improvement opportunities.
• Establish and maintain a structured reporting cadence to deliver timely, accurate and actionable quality assurance insights to key stakeholders, including to the Senior Services Leadership Team.
• Foster collaboration with Service Delivery, Compliance, Product, and Learning & Development to drive corrective actions and process enhancements.
• Establish key performance indicators (KPIs), dashboards, and report cadence to measure quality impact and inform leadership decisions.
• Ensure QA processes adhere to internal controls, industry standards, and external audit requirements.
• Serve as a subject ‑ matter expert on quality governance, risk mitigation, and operational best practices.
• Invest in people development by providing coaching, performance feedback and opportunities for growth

Qualifications

• Leadership & People Development: Demonstrated ability to manage, mentor, and motivate high ‑ performing QA or service teams.
• Operational Quality Expertise: Deep knowledge of QA frameworks, monitoring practices, and continuous improvement tools.
• Strategic & Analytical Thinking: Ability to synthesize data, identify actionable insights, and translate findings into strategic initiatives.
• Communication & Influence: Strong verbal and written communication skills to engage stakeholders and influence outcomes.
• Change Management: Experience driving or behavioral change across cross ‑ functional teams.
• Attention to Detail: Commitment to accuracy and compliance in a complex, high ‑ volume environment.
• Collaboration: Proven success working with Product, Compliance, and Service Delivery teams to improve client and associate experience.

Preferred Experience

• Five or more years in a leadership role within Quality Assurance, Operations, or Service Delivery.
• Experience in Human Capital Management (HCM), payroll services, or shared services environments.
• Experience in Six Sigma, Lean, or other continuous improvement methodologies.

Benefits

• 25 days holiday (you can also buy and sell up to 5 days each year)
• Flexible benefits - private medical insurance, excellent pension scheme, subsidized gyms, employee discount portal, life assurance cover, annual kids pass membership and many more
• Study support
• Employee Assistance Program
• Company social events
• Annual bonus scheme