Senior Operations QA Lead - WrexhamSalary: You will lead the Banks Quality Assurance (QA) team within the Chief Operating Officers Office, ensuring that operational policies, processes, and customer interactions are delivered in accordance with internal and regulatory requirements (e.g. FCA, PRA).The Senior Quality Assurance Lead is responsible for identifying inefficient and / or ineffective processes, detecting operational risks to assist in developing a customer centric culture.Key ResponsibilitiesQuality Assurance (QA) Framework· Maintain the Banks QA Framework across savings products, organic mortgage propositions, legacy portfolios and material outsource providers (loans, credit cards and mortgages).· Ensure adherence to agreed operational policies and processes· Monitor and evaluate agent performance across all customer touchpoints (e.g. telephony, email, Live Chat) using a multitude of QA techniques (e.g. single interaction testing, end to end assessments customer journey audits and operational ‘deep dive’ reviews).People· Lead and coach all QA Officers, ensuring completion of mandatory training.· Plan and support delivery of cross training within the QA team, driving the sharing of experience and best practice.· Monitor the delivery of individual and team based objectives.Stakeholder Relations· Work collaboratively with operational functions, outsourced service providers and first line risk to address QA findings and implement proportionate remediation plans.· Support the integration of QA insights into operational training requirements, process redesign and customer experience improvement initiatives. · Implement and maintain an annual program of QA calibration activity across all internal operational functions, strengthening alignment in QA expectation. Quality Assurance Activity · Lead regular reviews of customer interactions, in accordance with the Banks Quality Assurance Framework · Maintain and refine QA assessment ‘scorecards\\\' and evaluation criteria to maintain alignment with evolving regulations and business objectives. · Develop an annual QA review schedule which outlines the scope and approach of all QA activity across a twelve-month period. · Use speech and text analytics to continuously improve early identification of complaints, vulnerable customers and to gain invaluable insights into customer sentiment and satisfaction (across both internal and external activity). Insight & Reporting · Produce accurate, timely and insightful reports on QA performance, customer outcomes and root cause analysis. · Present reports / results to senior leadership via formal committees and forums. · Recommend corrective and preventative actions to support process improvement and to strengthen team member knowledge across operational business functions.Skills, Knowledge and Expertise· Strong experience in a QA or compliance role within financial services (minimum of three years’).· Demonstrated history in oversighting activity across internal mortgage operations and outsourced mortgage suppliers.· Effective communication skills, both written and verbal.· Proven history in implementing and enhancing quality assurance frameworks and methodologies, in addition to developing speech and text analytics capabilities. · Able to work autonomously in a demanding, fast paced environment. · Strong awareness / experience with initiating and onward managing offshore quality assurance activity. Business · Strong understanding of the financial services sector with specific focus on savings deposits and mortgage lending (buy to let and residential) · Sound understanding of wider operational functions (e.g. Complaints). · Able to operate effectively as an attendee of committees and forums. · Good understanding of Conduct Risk and how to deliver good customer outcomes. Leadership · Experience of effectively leading a team, underpinning the ability to communicate with conviction and being a role model for the Bank’s values. · Experience of conducting employee appraisals and performance management, cultivating a culture of continuous improvement. · Tenacious under pressure, able to prioritise and manage multiple projects / work streams simultaneously. · Strong influencing skills with the ability to articulate and present ideas and gain agreement at a senior level. · Able to develop strong working relationships across operational functions, outsourced service providers and other key internal / external stakeholders.BenefitsCompetitive salary25 days holiday PLUS your BIRTHDAY offPension contribution with Royal LondonLife AssurancePrivate medical, dental and optical health insurance with AxaHybrid working – Wrexham Free breakfast available About Chetwood BankWe’re a UK-based digital bank dedicated to getting the basics right and offering straightforward savings and mortgagesData ProtectionWe anticipate that we will retain your data as part of the recruitment process for no longer than is necessary for the purpose for which it was collected unless we have sought your consent to keep your data for future suitable job vacancies.CifasThe personal information we have collected from you will be shared with Cifas who will use it to prevent fraud, other unlawful or dishonest conduct, malpractice, and other seriously improper conduct. If any of these are detected you could be refused certain services or employment. Your personal information will also be used to verify your identity. Further details of how your information will be used by us and Cifas, and your data protection rights, can be found by https://www.cifas.org.uk/fpn.Chetwood Bank does not accept speculative or unsolicited CVs from Recruitment Agencies. Any unsolicited CVs received will be treated as the property of Chetwood Bank and Terms & Conditions associated with the use of such CVs will be considered null and void.