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- Tasks: Lead the QA strategy for our Financial Services Outsourcing division and ensure top-notch quality standards.
- Company: Global BPO company with a strong presence in the UK and South Africa.
- Benefits: Competitive salary, travel opportunities, and a chance to shape quality assurance.
- Other info: Join a high-performing team and foster a culture of excellence across multiple locations.
- Why this job: Make a real impact by defining and improving quality in a dynamic environment.
- Qualifications: Proven leadership in Quality Assurance within Financial Services and strong analytical skills.
The predicted salary is between 48000 - 72000 £ per year.
About Us
We are a global company with a strong footprint within the United Kingdom and South Africa Business Processing outsourcing market (BPO). Due to our business expanding, there is a need to appoint a Head of Quality Assurance to support our business leaders. This role will be reporting to the MD of Operations. There will be a requirement for occasional travel to South Africa & India.
Purpose of the Role
We are hiring for an exceptional Head of Quality Assurance to lead the QA strategy for our Financial Services Outsourcing division. This is a high‐impact role where you will shape how quality is defined, measured, and continuously improved across a complex, regulated service environment. You will be the creator and custodian of the Quality Management Framework (QMF), ensuring our outsourced services meet the highest standards of accuracy, compliance, customer experience, and risk control. You will ensure the framework aligns to all Financial Conduct Authority (FCA) rules and expectations to ensure good customer outcomes. You will need to be able to create the QMF, thrive in a fast‐paced, customer and client‐centric environment, and know how to build a culture of quality from the ground up.
Key Responsibilities
- Quality Strategy & Frameworks: Develop and own the enterprise QA strategy for outsourced financial services operations, ensuring alignment with regulatory expectations and client SLAs.
- Operational Assurance: Oversee quality monitoring, sampling methodologies, root‐cause analysis, and continuous improvement programmes across multiple service lines.
- Regulatory & Risk Alignment: Ensure QA processes meet FCA and other relevant regulatory standards, embedding robust controls and audit readiness.
- Team Leadership: Lead, mentor, and develop a high‐performing QA team, fostering a culture of accountability, curiosity, and continuous improvement across multiple geographical locations both on and offshore.
- Client & Stakeholder Engagement: Act as a senior point of contact for clients on quality matters, presenting insights, trends, and improvement plans with clarity and confidence. Manage internal and external audits.
- Data‐Driven Insights: Use analytics to identify performance trends, operational risks, and opportunities to enhance service delivery.
Essential Skills and Experience
- Proven leadership experience in Quality Assurance within Financial Services, ideally in an outsourcing environment.
- Deep understanding of regulatory frameworks, operational risk, and compliance expectations.
- Strong analytical mindset with the ability to translate data into actionable insights.
- Experience designing and implementing QA frameworks at scale.
- Exceptional communication skills and the ability to influence at senior levels.
- A passion for operational excellence and a track record of driving measurable improvements.
- In-depth knowledge of the United Kingdom's regulatory framework (Consumer Duty, Vulnerable Customers, Treating Customers Fairly etc).
- Minimum of 3 years Head of Quality experience.
Desired Experience and or Qualifications
- Project or change‐management qualifications (e.g., PRINCE2).
- Proven leadership experience in QA within Financial Services, ideally including outsourced operations.
- Deep understanding of FCA frameworks, Consumer Duty, TCF, Vulnerable Customer expectations, GDPR, AML/CTF and other sectoral regulations.
- Experience designing and implementing QA frameworks at scale across multiple service lines.
- Strong knowledge of operational risk, regulatory alignment, and audit readiness.
- Experience developing consistent MI suites, sampling methodologies, and quality controls.
- Ability to build and lead a high‐performing QA team across multiple geographic locations (on/offshore).
- ICA certifications (compliance, AML, conduct).
- IRCA Lead Auditor (ISO 9001 or equivalent).
Head of Quality Assurance in Leeds employer: Teleperformance
Contact Detail:
Teleperformance Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Quality Assurance in Leeds
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and engage with professionals on platforms like LinkedIn. We all know that sometimes it’s not just what you know, but who you know that can help you land that dream job.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with your own. We want you to walk into that interview room feeling confident and ready to showcase how you can contribute to their quality assurance goals.
✨Tip Number 3
Practice your responses to common interview questions, especially those related to quality assurance and regulatory frameworks. We suggest doing mock interviews with friends or mentors to refine your answers and get comfortable discussing your experience.
✨Tip Number 4
Don’t forget to follow up after your interviews! A simple thank-you email can go a long way in leaving a positive impression. We recommend expressing your enthusiasm for the role and reiterating how your skills align with their needs.
We think you need these skills to ace Head of Quality Assurance in Leeds
Some tips for your application 🫡
Show Your Passion for Quality: When you're writing your application, let your enthusiasm for quality assurance shine through. We want to see how you can bring that passion to our team and help us maintain the highest standards in our services.
Tailor Your Experience: Make sure to highlight your relevant experience in financial services and outsourcing. We’re looking for someone who understands the regulatory landscape, so don’t be shy about showcasing your knowledge of FCA frameworks and compliance.
Be Data-Driven: Since this role involves a lot of analytics, include examples of how you've used data to drive improvements in your previous roles. We love seeing candidates who can turn numbers into actionable insights!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity to lead our QA strategy.
How to prepare for a job interview at Teleperformance
✨Know Your Quality Assurance Frameworks
Make sure you’re well-versed in the Quality Management Framework (QMF) and how it aligns with FCA regulations. Be ready to discuss your experience in developing QA strategies and how you've implemented them in previous roles.
✨Showcase Your Leadership Skills
Prepare examples of how you've led and developed high-performing QA teams. Highlight your ability to foster a culture of accountability and continuous improvement, especially in a fast-paced environment.
✨Be Data-Driven
Demonstrate your analytical mindset by discussing how you've used data to identify performance trends and operational risks. Bring specific examples of how your insights have led to measurable improvements in service delivery.
✨Engage with Clients and Stakeholders
Think about how you would present quality insights and improvement plans to clients. Practice articulating complex information clearly and confidently, as this will be crucial in your role as a senior point of contact for quality matters.