Quality Assurance Manager A market leader within vehicle leasing and management solutions is looking to bring on a QA Manager. This is a newly created role so will be a great opportunity for someone to come in and really make a difference, you will be placed within their client services team. They are implementing a new piece of software which will take customer comms (e.g. emails and phone calls) and use AI to rate these calls, helping them perform QA and understand how they can improve their staff training or products to better their customer service. They have recently been acquired by a leading Financial Services company so they are at an exciting time in their growth for this person to join them on their journey. Role Responsibilities Integrate Quality Assurance into our business using recommended tools to ensure in line with SCF QA/QC Framework. Documenting continuous improvement to evidence fair customer outcomes and regulatory adherence. E nsure work produced within the business meets quality and efficiency standards set by the business. Job Scope Integrate quality assurance tool and embed framework into the business Embrace change, influence the office environment to do whats right for our customers, and getting it right the first time Promote a culture of treating customers fairly within the business function ensuring behaviours and processes are reflective of the principles of conduct risk. Deal with or escalate any identified risks in relation to Santander Consumer risk policies and/or legislative and regulatory guidelines in accordance with the Santander UK group risk framework Development of sustainable solutions To support senior management to deliver high quality performance of individuals which promotes customer centric values. To direct and manage teams to deliver high quality performance of individuals which promotes customer centric values Develop reports in a simple, friendly and direct manner To develop, build and maintain relationships with internal stakeholders Develop solutions for problems found in our internal systems or processes, including documentation Effective development and use of MI to monitor and check performance across operational functions with a focus on the quality of current processes. Reviews and reports on the quality control checks to monitor performance and provide feedback. Reports and supports on the required remediation activities within the department Monitors the effectiveness of quality initiatives to ensure they produce significant business improvements. Actively collaborate with different teams with different skills and perspectives, fostering a holistic approach to quality. Skills and experience Behavioural Competencies Communication - Must possess first class written and verbal communication skills and be able to effectively communicate with and present to both internal and external stakeholders across all levels of the business Analytical Thinking - Must be capable of approaching a complex task or problem by breaking it down into its component parts and considering each part in detail. Relating and networking Candidate should be able to establish strong working relationships with others, demonstrate an ability to relate to people at all levels, communicate effectively in writing as appropriate for the needs of the audience Self-Motivation - A keen interest in capital markets and finance and how securitisation fits into this spectrum. A self-starter and able to work under own initiative. Time Management - Must display sound time management skills by delivering activity within prescribed timeframes through the effective prioritisation of actions (self and team) across multiple projects and ongoing programmes. Customer Focus - Understands the customer landscape and promotes Treating Customers Fairly principles. Leadership - must display genuine leadership qualities by being able to inspire, direct, guide, motive and coach colleagues as appropriate Staff Management - Must be able to manage, coach and develop teams Technical Competencies Microsoft Office Word /Excel / PowerPoint Process and procedure sound knowledge of Customer Services process and procedure Relationships Internal Stakeholders: Managers and Heads of Department Senior Management Team Functional colleagues SCUK External Stakeholders: Join Ventures This is a hybrid role so will require this person on site 3 days a week/2 working from home, however this can be discussed more at interview stage.