We are seeking a Quality Assurance Manager to lead the Quality Assurance team within ADP’s Operational Excellence department, supporting the Services organization! This role offers high visibility and strategic impact across ADP’s Services organization. Ideal for a dynamic leader with a passion for operational excellence, data‑driven decision making, and developing talent.
Location: Preferably our Cheadle office however we are also open to someone being based out of our Staines office
Hybrid working: 3 days in office and 2 days from home
In this leadership role, you will define and execute the quality strategy, manage a team of QA Analysts, and spearhead continuous improvement initiatives that elevate service delivery, client satisfaction, and operational compliance. You will partner with cross‑functional stakeholders to ensure accuracy, consistency, and efficiency across high‑volume service workflows.
Key Responsibilities
* Lead, coach, and develop a team of Quality Assurance Analysts, fostering a culture of accountability and continuous improvement.
* Define and implement the overall quality assurance framework ensuring alignment with Operational Excellence objectives.
* Work collaboratively with the Senior Services Leadership Team to define and develop the quality assurance strategy and annual roadmap.
* Oversee execution of quality reviews, calibrations, and audits to monitor associate performance and process adherence.
* Analyze quality metrics and perform root cause analysis to identify trends, systemic issues, and improvement opportunities.
* Establish and maintain a structured reporting cadence to deliver timely, accurate and actionable quality assurance insights to key stakeholders, including the Senior Services Leadership Team.
* Foster collaboration with Service Delivery, Compliance, Product, and Learning & Development to drive corrective actions and process enhancements.
* Establish key performance indicators (KPIs), dashboards, and report cadence to measure quality impact and inform leadership decisions.
* Ensure QA processes adhere to internal controls, industry standards, and external audit requirements.
* Serve as a subject‑matter expert on quality governance, risk mitigation, and operational best practices.
* Invest in people development by providing coaching, performance feedback and opportunities for growth.
Skills & Qualifications
* Leadership & People Development: Demonstrated ability to manage, mentor, and motivate high‑performing QA or service teams.
* Operational Quality Expertise: Deep knowledge of QA frameworks, monitoring practices, and continuous improvement tools.
* Strategic & Analytical Thinking: Ability to synthesize data, identify actionable insights, and translate findings into strategic initiatives.
* Communication & Influence: Strong verbal and written communication skills to engage stakeholders and influence outcomes.
* Change Management: Experience driving or behavioral change across cross‑functional teams.
* Attention to Detail: Commitment to accuracy and compliance in a complex, high‑volume environment.
* Collaboration: Proven success working with Product, Compliance, and Service Delivery teams to improve client and associate experience.
Preferred Experience
* Five or more years in a leadership role within Quality Assurance, Operations, or Service Delivery.
* Experience in Human Capital Management (HCM), payroll services, or shared services environments.
* Experience in Six Sigma, Lean, or other continuous improvement methodologies.
* 25 days holiday (you can also buy and sell up to 5 days each year)
* Flexible benefits - private medical insurance, excellent pension scheme, subsidized gyms, employee discount portal, life assurance cover, annual kids pass membership and many more.
* Study support.
* Employee Assistance Program.
* Company social events.
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Quality Assurance, Customer Service, and Consulting
Industries
Business Consulting and Services
#J-18808-Ljbffr