Quality Assurance Manager in London

Responsible for overseeing the Quality Assurance department, ensuring we have adequate oversight over each customer facing department, including Complaints, Legal and Lending, Recoveries and vulnerable customers. Ability to communicate at all levels, to chair weekly calibration sessions with key stakeholders for the departments under review. Producing weekly and monthly QA oversight packs, that provide trend analysis, outcome scoring and any emerging trends. Development, maintenance and regular enhancement of QA scorecards across the business when required, and gaining appropriate compliance approvals. Involvement with training and feedback sessions. Using initiative and self-motivation, you will support the QA strategy to ensure the business achieves the goals and vision.

Key responsibilities

• Undertake the management of the QA team, focusing on support, outputs and accuracy of the team's work.
• Ensure all internal QA fails are fed back in a timely manner to prevent further failure.
• Manage the suite of scorecards to ensure they are accurately picking up on any process or customer failure.
• Accountable for continuous improvement initiatives following identified non-conformance.
• Produce weekly, monthly and quarterly summary reports of quality assurance performance and team results.
• Review Quality MI to ensure team members are in receipt of appropriate training and development to avoid repeat failings.
• Providing training and guidance to team members and management as required.
• Ensure Quality Monitoring of customer calls are carried out in accordance with procedures and appropriate follow up and corrective action is taken for unsatisfactory results.
• Liaising with key stakeholders in a collaborative working way.
• Continuously refine and evolve the QA framework to align with company objectives, regulatory standards, and best practices.
• Create comprehensive documentation for the QA framework, including policies, procedures, and guidance materials.
• Establish and track KPIs for the QA team.

Requirements

• Previous experience of successfully leading a Financial Services Quality Assurance team.
• Previous experience of implementing and/or working with an AI QA solution.
• Excellent written, verbal and analytical skills.
• Ability to work under pressure.
• Able to evaluate business processes and operations, developing and implementing quality and compliance metrics.
• Able to work independently and as part of a team.
• Ability to produce meaningful data to provide detailed overviews of all team outputs, suitable for an EXCO level audience.
• Able to work collaboratively with other department leads to produce sound outputs.
• Ability to identify process errors or inefficiencies and provide remedial action plans.
• Comprehensive understanding of the FCA and regulatory requirements.
• Excellent verbal, written, and analytical skills to communicate effectively with team members, stakeholders, and senior management.
• Ability to create and maintain comprehensive QA documentation, including scorecards, policies and guidance materials.

About us

We are Moneyboat, a UK-based direct lender that provides consumers with short-term loans from £200 to £1,500. We started our journey in 2014 with a vision to make a mark as a company that puts transparency, affordability, and quality service at the heart of everything we do.

Our core set of values are what we hold to be true, no matter what. We have four core values here at Moneyboat: Accountability, Care, Diligence and Collaboration.

Employee Benefits

• Time-off on Birthday
• Life assurance 4x salary
• Salary sacrifice scheme
• Health cash plan
• Access to learning platform
• Professional subscription benefits