QA & Governance Lead Reports to: Operations Manager Location: Milton Keynes - hybrid working Salary: Competitive, dependent on experience Hours: Business hours, Monday to Friday About Us At ROI, we support 70% of the UK’s automotive brands in achieving their strategic sales goals and delivering exceptional customer service. By merging innovative marketing strategies with cutting edge tech solutions, we connect consumers and manufacturers, driving industry transformation. Our expertise shines through our work with global brands like BMW, JLR, Volvo, Kia, and Volkswagen. Join us and play a key role in shaping the future of automotive excellence. About the Role We are undertaking a flagship transformation programme for one of our client's Fleet Operations, moving from manual processes to fully automated workflows. As our QA & Governance Lead, you will play a critical role in making this transformation seamless, compliant, and built for long-term success. This is a career defining opportunity to: • Shape operational standards and influence culture • Gain end to end transformation experience, from pre-automation design to post-automation optimisation • Work closely with senior stakeholders and enterprise-scale systems • Build a platform for future career progression, with opportunities to move into senior leadership roles What You’ll Do Phase 1 – Pre Automation • Audit and improve manual processes for accuracy and compliance • Reconcile data across systems (Salesforce, pricing tools, spreadsheets) • Provide coaching to support accuracy and consistency • Create detailed documentation to underpin future automation • Define baseline KPIs for manual operations Phase 2 – Post Automation • Own the governance of automated workflows, ensuring SLA adherence and compliance • Monitor accuracy, exceptions, and escalations across automated systems • Design and maintain audit rules for automated processes • Conduct root-cause analysis to resolve issues and drive improvements • Compare post-automation performance against baselines to enable continuous improvement What We’re Looking For We are seeking an individual with extensive experience in QA, audit, compliance, or operations, ideally within sales, fleet, or contract management. You will also bring: • Confidence working across multiple systems (Salesforce experience is highly valued) • Strong process mapping, documentation, and operational analysis skills • Experience in transformation or automation projects (desirable) • Excellent communication skills, with the ability to influence and build stakeholder buy-in Key Competencies • Ability to influence without authority and coach peers • Curiosity and tenacity in solving root causes of process or data issues • A strong advocate for change and automation adoption • Excellent attention to detail in documentation and compliance • Strong analytical thinking with a KPI-driven approach • Ability to work cross-functionally to deliver on transformation milestones • Commitment to compliance and regulatory conduct, including GDPR, PECR, FCA, and AML • Acting in line with the principles of Treating Customers Fairly, ensuring vulnerable customer situations are appropriately identified and managed Why Join Us? We understand how important it is to look after our employees, so in return for your hard work, we offer a wide range of benefits, including: • A £500 annual health and wellbeing allowance to use against products and services such as gym membership, sportswear, wellness apps, or additional healthcare cover for dependents • Access to education bursaries to learn new skills • A day off and a voucher to treat yourself on your birthday • Company pension scheme • Healthcare plans including private medical insurance and dental cover • 22 days annual leave, rising to 30 with length of service • Subsidised car purchase schemes