Quality Assurance Insights and Improvement Lead

Overview

Quality Assurance Insights and Improvement Lead — Bexhill. Hybrid location: Bexhill, London or Leicester. Full time.

Role summary: You will lead the QA business application of insights, automation opportunities and technology-enabled assurance.

Set the direction for how QA uses data and reporting to strengthen customer outcome confidence, risk visibility and operational decision-making.

Own QA requirements, interpretation standards and governance for insight outputs, ensuring reporting and analytical outputs are applied consistently to support customer outcome monitoring, risk prioritisation, assurance targeting and senior stakeholder confidence.

Shape the QA model to move from retrospective checking to targeted, outcome-focused assurance.

Responsibilities

• Define how QA insight is interpreted, governed and reported, ensuring clear visibility of customer outcomes, conduct risk, operational performance, emerging themes and assurance effectiveness.
• Translate QA frameworks, scorecards and standards into reporting, data and tooling requirements; set interpretation standards, controls and governance to ensure consistent, trusted decision‑making.
• Develop and embed an insight‑led assurance approach to prioritise activity based on customer, regulatory, conduct and operational risk indicators.
• Identify and prioritise automation and tooling requirements; partner with Technology, Data and Change teams to improve coverage, efficiency, targeting and adoption of future-state QA capabilities.
• Champion AI and advanced analytics opportunities; shape and govern use cases, ensuring outputs are explainable, controlled and used to improve assurance outcomes and thematic insight.
• Provide strategic QA leadership and constructive challenge to support the Head of Customer Assurance and evolve a modern, customer outcome‑focused QA function.

Essential skills and experience

• Significant experience leading analytics, insight, automation or assurance capabilities within Insurance, Financial Services or another regulated environment.
• Proven ability to develop risk-based insight, governance reporting, business requirements and reporting standards for operational and executive decision-making.
• Strong understanding of QA and assurance frameworks, outcome-based assurance, risk-based monitoring and customer outcome management in a regulated setting.
• Experience identifying and shaping automation, AI and advanced analytics opportunities with governance, controls, explainability and appropriate business application.
• Ability to translate complex business and assurance needs into clear data, tooling, automation and governance requirements for specialist delivery teams.
• Strong stakeholder management, communication and influencing skills; ability to lead change, provide constructive challenge and collaborate across QA, Operations, Data, Technology, Compliance and Change functions.
• Interview process
• Recruiter intro/screening call
• 1st stage interview with hiring leader
• 2nd interview with hiring leader's leader

As a Disability Confident employer, Hastings Direct is committed to inclusive recruitment processes.

If you are applying for a role, we encourage you to apply even if you do not tick every box.

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