Senior Quality Assurance Manager

Teleperformance; Glasgow; On-site; GBP 50,000 - 70,000; Full time

Job summary

A global service provider in Glasgow is seeking a Senior Quality Assurance Manager to oversee quality standards and reporting across various operational units. This role involves managing a team of specialists and ensuring compliance with quality metrics. The ideal candidate has BFSI experience and a background in quality management programs, with strong analytical and communication skills. Excellent project management capabilities are essential, alongside proficiency in Microsoft Office tools.

Qualifications

• 3-4 years’ experience in BFSI with consumer duty requirements.
• Experience in implementing Quality Management Programs.
• Lean Six Sigma Yellow Belt is an advantage.

Responsibilities

• Support operational teams on procedure and guidance.
• Manage quality and auditing-process with specialists.
• Drive performance improvement areas.

Skills

Quality related analysis

Project management skills

Interpersonal and communication skills

Ability to analyze customer data

Proficiency in Microsoft Office

Tools

Microsoft Excel

SharePoint

Word

PowerPoint

Job description

Overview

Job Title:Senior Quality Assurance Manager

Department:Quality (BFSI)

Management Responsibility for:Quality Assurance Assessors

Travel Required: Yes - Infrequent

Reports to: Head of Quality and Operational Excellence - BFSI

Location:WAHA/Glasgow

Contract Type: Permanent

Position: Senior Quality Assurance Manager

The Senior Quality Assurance Manager will support TP QA department by using operational expertise to improve and preserve the highest standards of quality and service, in addition to driving success through proven leadership and communication skills. The Snr QA Manager is responsible for standardizing and reporting quality metrics to client and TP internal standards across three operational units, diverse geographical locations, and will be responsible for managing a team of quality specialists. They have direct and frequent interaction with senior client and internal stakeholders.

Key responsibilities include:

• Provide support and advisory services for operational teams on procedure and guidance including AML, Customer Due Diligence, the Consumer Duty Principle and dealing with vulnerable customers and complaints process
• Manage the quality and auditing-process and reporting, leading a team of quality specialists
• Ability to evaluate data, identify issues, recommend, own and drive performance improvement areas for internal and external customers
• Own weekly calibration sessions to ensure consistency among quality specialists
• Compile and distribute quality reporting in a standard global format
• Drive requirements for technical quality and auditing solutions, including tools and automated reporting
• Document and publish quality processes
• Act as a key stakeholder in maintenance and update of associate-facing resource material
• Provide clear insight into performance drivers and the levers which impact performance
• Liaise with Operations on coaching and areas for improvement
• Prepare reports and analysis, including relevant analyses versus prior periods and forecasts and associated risk/opportunities
• Learn and apply new tools, to help expand the scope beyond customer experience and improve product quality
• Drive improvement initiatives from conception through implementation
• Drive the development of robust quality improvement coaching and training processes to drive continuous improvement
• Liaise with the TP Business teams globally to learn and implement best practice and to drive customer and performance improvements

Qualifications & Experience

• Worked in a Quality Manager role within the past 6 months (preferable)
• Minimum of 3-4 years’ experience in BFSI preferably with specific experience of consumer duty requirements
• Previous experience in creation, implementation and maintenance of Quality Management Programs with proven qualitative results
• Lean Six Sigma Yellow Belt (advantageous)

Skills & Attributes

• The ideal candidate will have deep understanding of the obligation on FS businesses to meet FCA consumer duty standards
• Comfortable in a fast-paced, multi-tasked, high-energy environment. They are a self-starter, capable of working without direct supervision and maintaining high performance in ambiguous situations
• Proven background of quality related analysis, with ability to draw conclusions and recommend improvement initiatives
• Good project management skills and experience

• Ability to deep dive/analyse customer related data and draw conclusions leading to improvement initiative recommendations
• Superior judgment, diplomacy and tact
• Demonstrated ability to drive process changes and improvements
• Exceptional written and oral communication skills including an ability to communicate with all levels in the organization (technical, business, executive, external partners)
• Goal driven, target orientated, able to step back and look at the bigger picture
• Experience in writing documentation and standard operating procedures
• Demonstrable proficiency of Microsoft Office including Excel, SharePoint, Word and PowerPoint
• Professional approach to working with colleagues at all levels
• Ability to communicate effectively across a multitude of platforms with team members excellent planning and organizational skills
• Motivated to work on own initiative
• Excellent interpersonal and communication skills
• Proven ability to make and implement decisions
• Proven ability to influence change at all levels as appropriate