Job Title: Quality Assurance Manager Location: Solihull; a flexible hybrid working model which supports you as well as enabling you to work collaboratively with your colleagues
Hours: Full time, Permanent
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At BNP Paribas Personal Finance, we are proud to be part of a global banking group. Our mission is simple: to provide straightforward consumer finance solutions that empower customers to make responsible financial decisions. We partner with some of the UK’s most well-known retailers and brands to help their customers finance purchases in a responsible way.
The Quality Assurance Manager will report to the Head of Organisational Conduct and will collaborate with the Operations Leadership Team to develop and manage the QA function at BNP Paribas PF. This role involves overseeing quality and compliance monitoring for all customer contacts, ensuring alignment with regulatory requirements, industry standards, and a strong focus on risk, regulation, Conduct Risk Framework, FCA regulation, and Consumer Duty principles.
Oversee the QA processes and ensure all performance is measured against the established Quality Monitoring framework
Mentor and coach QA Officers/Colleagues to achieve targets through observation and guidance as part of the Training and Competency Scheme
Lead a themed customer journey review program to enhance customer contact quality. Proactively identify high-risk areas and collaborate on action plans to address them
Deliver high-quality trend reports and feedback to Operations Managers to support ongoing quality improvement efforts
Experience working in a Quality Assurance role or compliance background
Background in Financial Services is desirable
Along with a fulfilling career, you'll be able to enjoy a benefits package which you can tailor to your lifestyle and needs, with key highlights including;
Competitive salary and a contributory pension scheme
Access to our Health Cash Plan Scheme
A multi-award-winning flexible benefits platform offering life insurance, private medical insurance, or lifestyle benefits that include discounts on dining, cinema, and days out
The opportunity to buy and sell holidays, giving you even more control over your work-life balance
Making a positive impact is at the heart of everything we do – whether for our colleagues, customers, partners, or the community. To learn more about careers at BNP Paribas Personal Finance UK, visit our website:.
BNP Paribas Personal Finance promotes equality of opportunity and is committed to ensure that no individual is discriminated against on the grounds of age, disability, gender reassignment, marriage or civil partnership status, pregnancy and maternity, race, religion or belief, sex or sexual orientation.