Quality Manager

BCMGlobal; Ipswich; On-site; GBP 65,000 - 90,000; Full time

Benefits offered by this job

25 days holiday

Pension with employer contributions

Life assurance and private healthcare

Discretionary bonus scheme

Cycle to Work scheme

Employee recognition and referral

Social events and committees

Job summary

BCMGlobal Mortgage Services is seeking an experienced Quality Assurance Manager to lead our QA function and ensure fair customer outcomes for every client. You will oversee Consumer Duty implementation, identify potential customer harm, and drive improvements across mortgage servicing operations.

The role requires strong leadership, risk and compliance experience in financial services, with a focus on customer outcomes and FCA regulations.

Qualifications

• Experience in Quality Assurance, Risk, Conduct, Customer Outcomes or Compliance.
• Strong understanding of Consumer Duty, customer vulnerability and FCA regulations.
• Experience assessing customer outcomes and identifying customer harm.
• Financial services experience, ideally mortgages or lending.
• Excellent communication and stakeholder management skills.
• Previous leadership or people management experience.
• A genuine passion for delivering fair customer outcomes.

Responsibilities

• Leading and developing the Quality Assurance team.
• Embedding Consumer Duty and customer outcome principles across the business.
• Assessing customer interactions and journeys to ensure fair treatment and good customer outcomes.
• Identifying actual or potential customer harm and driving improvements.
• Conducting quality reviews, thematic assessments and trend analysis.
• Providing meaningful insight and assurance to senior leadership and clients.
• Influencing operational improvements through data, challenge and evidence-based recommendations.

Skills

Quality Assurance

Leadership

Stakeholder management

Consumer Duty knowledge

Customer outcomes

Data analysis

Job description

At BCMGlobal Mortgage Services, we're looking for an experienced Quality Assurance Manager to lead our Quality Assurance function and help ensure every customer receives the fair outcomes they deserve.

This is a fantastic opportunity for someone passionate about Consumer Duty, customer outcomes and driving positive change. You'll provide independent oversight across our mortgage servicing operations, helping to identify customer harm, improve customer journeys and ensure Consumer Duty principles remain embedded in everything we do.

What You're Doing

• Leading and developing the Quality Assurance team
• Embedding Consumer Duty and customer outcome principles across the business
• Assessing customer interactions and journeys to ensure fair treatment and good customer outcomes
• Identifying actual or potential customer harm and driving improvements
• Conducting quality reviews, thematic assessments and trend analysis
• Providing meaningful insight and assurance to senior leadership and clients
• Influencing operational improvements through data, challenge and evidence-based recommendations

What We're Looking For

• Experience in Quality Assurance, Risk, Conduct, Customer Outcomes or Compliance
• Strong understanding of Consumer Duty, customer vulnerability and FCA regulations
• Experience assessing customer outcomes and identifying customer harm
• Financial services experience, ideally within mortgages or lending
• Excellent communication and stakeholder management skills
• Previous leadership or people management experience
• A genuine passion for delivering fair customer outcomes

Why Join BCMGlobal?

We're building a culture where customers, colleagues and continuous improvement come first.

Our benefits include:

• 25 days holiday, with the option to buy more
• Pension with up to 5% employer contribution
• Life assurance and private healthcare (role dependent)
• Discretionary bonus scheme
• Cycle to Work scheme
• Employee recognition and referral programmes
• Social events and Sports & Social Committee

If you're passionate about Consumer Duty, protecting customers from harm and driving exceptional customer outcomes, we'd love to hear from you.