We're Hiring: Senior Operations QA Lead | Financial Services | Hybrid (North West) We're looking for a Senior Operations Quality Assurance (QA) Lead to join a forward-thinking financial services organisation, playing a key role in ensuring operational excellence across customer journeys and internal processes. This role sits within the 1st Line Risk function and will lead a dedicated QA team responsible for monitoring performance, refining QA frameworks, and supporting continuous improvement across both internal operations and outsourced providers. What You’ll Do Own and maintain the operational QA Framework across savings, mortgages, and outsourced lending services. Evaluate customer interactions across channels (telephony, email, live chat), identifying process inefficiencies and potential risks. Lead, coach, and develop QA Officers—ensuring training is completed and cross-functional collaboration is embedded. Work with internal teams and external partners to address QA findings and support process redesign and training needs. Leverage data, speech, and text analytics to drive insights into customer experience, sentiment, and risk indicators. Produce and present regular QA reports to senior stakeholders, including recommendations and root cause analysis. Manage the QA annual review plan, scorecards, and calibration activities across business units. What You’ll Bring 3 years in a QA or compliance-focused role in financial services, ideally covering mortgages and savings. Proven ability to lead teams and enhance quality assurance methodologies, including use of analytics tools. Experience working with outsourced and offshore service providers. Excellent communication and stakeholder management skills, with the ability to influence at senior levels. Strong understanding of Conduct Risk, customer outcomes, and the regulatory environment (FCA/PRA).