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Job Title: Senior Quality Assurance Manager
Department: Quality (BFSI)
Management Responsibility for: Quality Assurance Assessors
Travel Required: Yes - Infrequent
Reports to: Head of Quality and Operational Excellence - BFSI
Location: WAHA/Glasgow
Contract Type: Permanent
Position: Senior Quality Assurance Manager
The Senior Quality Assurance Manager will support the TP QA department by using operational expertise to improve and preserve the highest standards of quality and service, in addition to driving success through proven leadership and communication skills. The Senior QA Manager is responsible for standardizing and reporting quality metrics to client and TP internal standards across three operational units and diverse geographical locations, and will be responsible for managing a team of quality specialists. They have direct and frequent interaction with senior client and internal stakeholders.
Responsibilities
* Provide support and advisory services for operational teams on procedure and guidance including AML, Customer Due Diligence, the Consumer Duty Principle and dealing with vulnerable customers and complaints process
* Manage the quality and auditing-process and reporting, leading a team of quality specialists
* Evaluate data, identify issues, recommend, own and drive performance improvement areas for internal and external customers
* Own weekly calibration sessions to ensure consistency among quality specialists
* Compile and distribute quality reporting in a standard global format
* Drive requirements for technical quality and auditing solutions, including tools and automated reporting
* Document and publish quality processes
* Act as a key stakeholder in maintenance and update of associate-facing resource material
* Provide clear insight into performance drivers and the levers which impact performance
* Liaise with Operations on coaching and areas for improvement
* Prepare reports and analysis, including relevant analyses versus prior periods and forecasts and associated risk/opportunities
* Learn and apply new tools to help expand the scope beyond customer experience and improve product quality
* Drive improvement initiatives from conception through implementation
* Develop robust quality improvement coaching and training processes to drive continuous improvement
* Liaise with the TP Business teams globally to learn and implement best practice and drive customer and performance improvements
Qualifications & Experience
* Worked in a Quality Manager role within the past 6 months (preferable)
* Minimum of 3-4 years experience in BFSI, preferably with specific experience of consumer duty requirements
* Previous experience in creation, implementation and maintenance of Quality Management Programs with proven qualitative results
* Lean Six Sigma Yellow Belt (advantageous)
Skills & Attributes
* Deep understanding of the obligation on FS businesses to meet FCA consumer duty standards
* Comfortable in a fast-paced, multi-tasked, high-energy environment. Self-starter, capable of working without direct supervision and maintaining high performance in ambiguous situations
* Proven background of quality-related analysis, with ability to draw conclusions and recommend improvement initiatives
* Good project management skills and experience
* Ability to deep dive/analyze customer-related data and draw conclusions leading to improvement initiative recommendations
* Superior judgment, diplomacy and tact
* Demonstrated ability to drive process changes and improvements
* Exceptional written and oral communication skills including ability to communicate with all levels in the organization
* Goal driven, target oriented, able to see the bigger picture
* Experience in writing documentation and standard operating procedures
* Proficiency with Microsoft Office including Excel, SharePoint, Word and PowerPoint
* Professional approach to working with colleagues at all levels
* Ability to communicate effectively across platforms with team members and strong planning and organizational skills
* Motivated to work on own initiative
* Excellent interpersonal and communication skills
* Proven ability to make and implement decisions
* Proven ability to influence change at all levels as appropriate
Details
* Seniority level: Mid-Senior level
* Employment type: Full-time
* Job function: Information Technology
* Industries: IT System Testing and Evaluation
Glasgow, Scotland, United Kingdom
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