Head of Quality Assurance (Retail)
Location: London / Hybrid / Remote
Package: GBPNegotiable + Benefits
As part of our ongoing journey of growth and building on our approach as A Forever Company we're looking to appoint a Head of Quality Assurance to our Retail Division to support the ongoing best practice across QA.
You'll oversee QA processes across the Retail Division, ensuring we maintain high standards across quality, reliability and performance.
You'll lead the overall quality strategy liaising with teammates across the Retail Division as well as the wider Retail Operations and Group Compliance teams to ensure the strategy and Quality Management Systems across the Retail Division meet or exceed all required standards (including regulatory) and consistently produce high quality customer interactions and outcomes.
Responsibilities:
Develop and maintain QA policies, processes, and procedures.
Align the QA strategy with business goals to ensure good customer outcomes & business improvement trends.
Collaborate with cross–functional teams
Quality Management & Compliance
Oversee the implementation of quality management file audit framework.
Ensure compliance with regulatory requirements and industry standards.
Conduct regular calibrations to ensure file audits are being completed on a consistent basis, across the Regions.
Ensure expected volumes are met across the Retail Division.
Process Improvement
Identify areas for process improvements and implement solutions to enhance efficiency.
Lead root cause analysis and corrective/preventive action programs.
Introduce automation and advanced testing methodologies when applicable.
Customer Focus & Issue Resolution
Act as a key point of contact for customer quality concerns.
Drive customer satisfaction by ensuring timely resolution of quality issues & ensure that a robust 'Closing the Loop' operating rhythm with the Regional executives.
Monitor results, key themes & trends to remediate & improve quality processes.
Data Analysis & Reporting
Collect and analyse quality metrics to track performance and identify trends.
Prepare regular reports for senior management, highlighting risks, improvements, and quality achievements.
Use data–driven insights to make decisions and drive continuous improvement.
Team Development & Management
Create & maintain a high performing QA Team.
Foster a culture of quality and continuous improvement.
About You:
You'll have strong working knowledge of Quality Assurance within the insurance market ideally gained within a Retail brokerage environment.
Hands on knowledge of all relevant FCA, GDPR, IDD and market requirements / legislations and their application within QA.
A skill set that includes high level Communication, Influencing, Stakeholder Management, Analytical and IT Skills coupled with the ability to lead from the front.
A full driving licence as some travel is to be expected with this position to both London (Head Office) and regional offices (some of which are not easily assessable via public transport.
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