Quality Assurance (QA) Manager - Epsom - Hybrid - FS

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Job description

What You'll Be Doing:

• Manage, recruit, train, coach, and develop a team of QA Specialists, ensuring high performance and development through objective setting and learning plans.
• Oversee quality assurance activities across operational areas, ensuring adherence to policies, procedures, and regulatory requirements.
• Drive continuous improvement using structured frameworks, such as Ways of Working, and support ongoing development and change initiatives.
• Report on QA metrics to Senior Management and key committees, ensuring accurate and timely data for decision-making and regulatory compliance.
• Conduct Root Cause Analysis and implement solutions to improve customer experience, and identify development needs across QA processes.
• Regularly review policies, procedures, and regulatory requirements, ensuring they are up-to-date and aligned with governance standards.

Key Skills & Experience:

• Solid understanding of Financial Services/Consumer Credit sectors and experience working in regulated environments.
• Proven leadership experience in managing Quality Assurance/Control functions.
• Strong data analysis, MI production, and reporting skills with a background in Risk-based and Root Cause Analysis.
• Excellent communication, coaching, and training skills, with a demonstrated ability to lead and motivate teams.
• Knowledge of SLA and KPI management and proficiency in Microsoft Office applications.

What You'll Gain:

• Experience across operational processes and reporting on assurance activities to senior management.
• The opportunity to lead, coach, and develop a high-performing QA team in a key business assurance function.
• Build strong relationships across various operational and business assurance teams.

How We'll Support You:

• Comprehensive induction and ongoing learning opportunities.
• Regular feedback, coaching, and clear objective setting to support your development.
• A work environment that encourages you to be your whole self and a culture of continuous learning.

Attributes & Behaviours:

• Attention to detail, adaptability, and a positive attitude.
• Ability to work to tight deadlines while maintaining high standards.
• Empathetic, team-oriented, and driven to continuously improve quality and processes.

This is an exciting opportunity to play a pivotal role in shaping the quality assurance framework and leading a team to deliver exceptional customer outcomes within a dynamic and regulated environment.

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