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- Tasks: Lead a QA team to ensure top-notch customer experiences and operational excellence.
- Company: Join a forward-thinking financial services organisation making waves in the industry.
- Benefits: Enjoy hybrid work options, professional development opportunities, and a collaborative culture.
- Why this job: Be part of a dynamic team focused on continuous improvement and impactful customer journeys.
- Qualifications: 3+ years in QA or compliance within financial services, with strong leadership skills.
- Other info: Opportunity to influence senior stakeholders and drive meaningful change.
The predicted salary is between 43200 - 72000 £ per year.
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).
Quality Assurance Manager employer: InterQuest Group
Contact Detail:
InterQuest Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Quality Assurance Manager
✨Tip Number 1
Familiarise yourself with the latest trends and regulations in the financial services sector, especially around QA frameworks. This knowledge will not only help you during interviews but also demonstrate your commitment to staying updated in a rapidly evolving industry.
✨Tip Number 2
Network with professionals already working in QA roles within financial services. Attend industry events or join relevant online forums to gain insights and potentially get referrals that could boost your application.
✨Tip Number 3
Prepare to discuss specific examples of how you've led teams and improved QA processes in your previous roles. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively during interviews.
✨Tip Number 4
Showcase your analytical skills by being ready to discuss how you've used data and analytics tools in past positions. Highlight any experience with speech and text analytics, as this is crucial for the role and will set you apart from other candidates.
We think you need these skills to ace Quality Assurance Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in quality assurance and compliance within financial services. Emphasise your leadership skills and any specific achievements related to QA frameworks or team development.
Craft a Compelling Cover Letter: In your cover letter, explain why you are passionate about quality assurance in the financial sector. Mention your experience with analytics tools and how you've successfully led teams to improve customer outcomes.
Showcase Relevant Skills: Clearly outline your skills that align with the job description, such as stakeholder management, communication, and understanding of Conduct Risk. Use specific examples to demonstrate how you've applied these skills in previous roles.
Prepare for Potential Questions: Think about how you would respond to questions regarding your experience with outsourced providers and your approach to continuous improvement. Be ready to discuss specific instances where you've made a significant impact in your previous roles.
How to prepare for a job interview at InterQuest Group
✨Understand the QA Framework
Make sure you have a solid grasp of the operational QA framework relevant to financial services. Be prepared to discuss how you would maintain and enhance this framework, especially in areas like savings and mortgages.
✨Showcase Your Leadership Skills
As a Quality Assurance Manager, you'll be leading a team. Highlight your experience in coaching and developing QA Officers, and be ready to share specific examples of how you've fostered collaboration and training in previous roles.
✨Demonstrate Analytical Proficiency
Familiarise yourself with data, speech, and text analytics tools. Be prepared to discuss how you've used these tools to derive insights into customer experience and risk indicators, as this will be crucial for the role.
✨Prepare for Stakeholder Engagement
Excellent communication is key. Think about how you can effectively present QA reports and recommendations to senior stakeholders. Practice articulating your thoughts clearly and confidently, as influencing at senior levels will be part of your responsibilities.
