Quality Assurance Manager

JR United Kingdom; Wrexham; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading financial services organization is seeking a Senior Operations QA Lead to ensure operational excellence across customer journeys and internal processes. This role involves managing a QA team, refining QA frameworks, and applying data analytics to enhance customer experience and mitigate risks. Candidates should have a strong background in quality assurance within financial services, excellent communication skills, and experience working with outsourced providers.

Qualifications

• 3+ years in a QA or compliance-focused role in financial services.
• Proven ability to lead teams and enhance QA methodologies.
• Strong understanding of Conduct Risk and regulatory environment.

Responsibilities

• Own and maintain the operational QA Framework.
• Lead, coach, and develop QA Officers.
• Evaluate customer interactions and identify process inefficiencies.

Skills

Leadership

Quality Assurance

Stakeholder Management

Data Analytics

Tools

Analytics Tools

Job description

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? We're Hiring: Senior Operations QA Lead | Financial Services | Hybrid (North West)

We're looking for a Senior Operations Quality Assurance (QA) Lead to join a forward-thinking financial services organisation, playing a key role in ensuring operational excellence across customer journeys and internal processes.

This role sits within the 1st Line Risk function and will lead a dedicated QA team responsible for monitoring performance, refining QA frameworks, and supporting continuous improvement across both internal operations and outsourced providers.

? What You’ll Do

• Own and maintain the operational QA Framework across savings, mortgages, and outsourced lending services.
• Evaluate customer interactions across channels (telephony, email, live chat), identifying process inefficiencies and potential risks.
• Lead, coach, and develop QA Officers—ensuring training is completed and cross-functional collaboration is embedded.
• Work with internal teams and external partners to address QA findings and support process redesign and training needs.
• Leverage data, speech, and text analytics to drive insights into customer experience, sentiment, and risk indicators.
• Produce and present regular QA reports to senior stakeholders, including recommendations and root cause analysis.
• Manage the QA annual review plan, scorecards, and calibration activities across business units.

? What You’ll Bring

• 3+ years in a QA or compliance-focused role in financial services, ideally covering mortgages and savings.
• Proven ability to lead teams and enhance quality assurance methodologies, including use of analytics tools.
• Experience working with outsourced and offshore service providers.
• Excellent communication and stakeholder management skills, with the ability to influence at senior levels.
• Strong understanding of Conduct Risk, customer outcomes, and the regulatory environment (FCA/PRA).