QUALITY ASSURANCE TEAM LEADER

Quality Assurance Team Leader

Location: Southampton, Hampshire

Hours: 37.5 Hours a week

Salary: £32,000 – £42,000 (D.O.E)

The Company

Our client is a prominent financial technology company that operates in the lending sector. They are deeply committed to providing fair customer outcomes and operational excellence. With a supportive, fast-paced, and collaborative culture, they are at the forefront of their industry, leveraging cutting-edge technology to drive innovation in their customer service and compliance strategies.

The Role – Quality Assurance Team Leader

We are seeking a passionate and forward-thinking Quality Assurance Team Leader to lead a first-line QA function across the entire operations landscape. This is a business-critical role that is central to the company’s customer experience and compliance strategy. You will be responsible for auditing a wide range of customer interactions and operational processes, ensuring the highest standards are upheld.

You will lead a team of QA professionals who are experts in their field, and you’ll be instrumental in developing and utilising AI tools to uncover key insights and drive continuous improvement. This is a great opportunity for someone with an external focus who is keen to stay ahead of industry trends and evolving best practices.

Key Responsibilities for the role include:

• Lead and develop a high-performing team of Quality Assurance Associates, fostering a culture of excellence and curiosity.
• Own and evolve the QA methodology, ensuring robust first-line assurance across all operational channels and departments.
• Champion interaction analytics, leveraging and developing AI tools to enhance audit precision and uncover actionable insights.
• Audit all customer interactions and processes across voice, chat, email, and other channels to ensure consistency, compliance, and quality.
• Oversee outcome testing to ensure alignment with Consumer Duty and other regulatory expectations.
• Collaborate with senior stakeholders to embed QA insights into strategic decision-making and operational enhancements.
• Facilitate calibration sessions, coaching, and development plans to maintain high standards and consistency.
• Maintain and evolve QA scorecards, feedback loops, and reporting tools to support transparency and accountability.
• Act as a key point of contact for compliance, risk, and operational leadership.
• Monitor industry trends, emerging technologies, and evolving best practices to keep the QA approach ahead of the curve.

What our client is looking for:

• Proven experience in Quality Assurance within financial services or a similarly regulated operations environment.
• Understanding of Consumer Duty and relevant regulatory frameworks.
• A passion for technology-driven QA, especially interaction analytics and AI tools.
• A genuine passion for customer service and a commitment to doing the right thing.
• Demonstrated ability to operate with the highest level of integrity, professionalism, and discretion.
• Exceptional stakeholder management and communication skills.
• Experience managing and developing high-performing teams.
• An analytical mindset with a keen eye for detail and a drive for continuous improvement.
• The ability to translate QA insights into meaningful business actions.

The Perks

• Thrive in a supportive, family-like culture where relationships matter and people genuinely care about each other.
• Be part of a business that puts customers and outcomes at the centre of everything.
• Shape the future of QA with cutting-edge tools and methodologies.
• Enjoy opportunities for personal development, leadership growth, and cross-functional exposure.