Quality Assurance Transformation Lead – Hybrid

LegalAndGeneral; Wales; Hybrid; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Annual bonus

Pension

Life assurance

Healthcare

25 days holiday

Electric car scheme

Job summary

Legal & General (L&G) is seeking a Quality Assurance Manager to lead and modernise QA across Customer Operations. This newly created leadership role will shape QA processes, use data, and drive improved outcomes.

The role is hybrid, 35 hours per week, with 50% of your time based in Cardiff and 50% working from home, offering a pivotal opportunity to influence governance and customer experience. You will lead a QA team, partnering with senior stakeholders across operations, risk, compliance,

Qualifications

• Proven experience leading a QA function or operational team in a quality-focused environment.
• Experience improving or transforming QA processes, ideally through technology, automation or process change.
• Strong understanding of QA methodologies, quality frameworks, operational risk and customer outcomes.

Responsibilities

• Leading, supporting and developing the QA team through change.
• Shaping and embedding a modern QA framework across Customer Operations.
• Overseeing QA activity to help deliver consistent customer outcomes.
• Using QA insight, complaints, risk themes and operational data to identify improvements.
• Working with stakeholders across operations, risk, compliance, change and technology.
• Identifying opportunities to automate, simplify and improve QA processes.
• Supporting projects and changes through a quality, risk and customer outcome lens.
• Building team capability, confidence and engagement through new ways of working.

Skills

QA leadership

Quality frameworks

Data analytics

Stakeholder influence

Change management

Automation

Job description

Legal & General (L&G) is seeking a Quality Assurance Manager to lead and modernise QA across Customer Operations. This newly created leadership role will shape QA processes, use data, and drive improved outcomes.

The role is hybrid, 35 hours per week, with 50% of your time based in Cardiff and 50% working from home, offering a pivotal opportunity to influence governance and customer experience. You will lead a QA team, partnering with senior stakeholders across operations, risk, compliance,