Quality Assurance Manager

🚀 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).