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