Quality and Assurance Lead in City of London

QA Lead - Customer Quality & Outcomes London | Hybrid Working Performance bonus: 10% Saturday pay: Once a month - Time and a HALF Bank holiday pay 5 during the year - DOUBLE TIME Drive quality. We're looking for an experienced QA Lead to take ownership of quality assurance, customer feedback, complaints oversight and continuous improvement within a fast-growing, customer-focused financial services business. This is more than a traditional QA role. You'll be the voice of quality across the customer operation, ensuring every interaction, process and customer journey delivers fair outcomes while meeting regulatory expectations. Working closely with Customer Care, Compliance and Operational leaders, you'll turn customer insights into meaningful improvements that enhance both performance and customer experience. If you're passionate about coaching teams, driving quality standards and using customer feedback to influence change, we'd love to hear from you. As QA Lead, you'll take ownership of the quality framework across the customer operation, ensuring exceptional customer experiences across phone, email and live chat channels. Leading and developing the Quality Assurance and Customer Feedback function. Designing, implementing and continuously improving QA frameworks, scorecards and quality standards. Conducting and overseeing quality reviews across customer interactions. Managing complaint investigations and ensuring fair, timely and customer-focused resolutions. Monitoring customer outcomes and identifying trends, risks and improvement opportunities. Producing quality, complaints and performance reporting for leadership teams. Supporting Financial Ombudsman Service (FOS) case preparation and responses. Driving root cause analysis and implementing corrective actions to improve customer experience. Coaching and developing operational teams through structured feedback and quality insights. We're interested in someone who combines strong quality assurance expertise with a genuine passion for customer experience and operational excellence. Previous experience leading or managing a Quality Assurance function with a contact centre environment. Proven complaints handling and customer outcomes experience. Deep understanding of quality monitoring, auditing and calibration processes. Strong knowledge of Consumer Duty, Treating Customers Fairly and regulatory requirements. Experience producing meaningful MI, reporting and performance insights. Excellent coaching, stakeholder management and communication skills. Analytical thinking and the ability to identify trends, risks and improvement opportunities. This is an opportunity to shape and influence quality standards within a business that's investing heavily in customer experience, technology and operational excellence. Hybrid and flexible working. The opportunity to build and improve quality frameworks. Ongoing development and career progression opportunities. Competitive salary and comprehensive benefits package. If you're passionate about customer outcomes, quality excellence and continuous improvement, we'd love to hear from you. Apply today and help define what outstanding customer experience looks like. This version is deliberately more senior, aspirational and marketable than the original job advert, making it attractive to experienced QA professionals rather than candidates who see it as primarily a complaints-handling role.