QA Manager

512 300 Kind Consultancy
  • Permanent
  • London
  • £72,000 - £80,000
  • Salary: £72,000 - £80,000

Website KindConsultancy Kind Consultancy

Financial Services Governance Organisation

Kind Consultancy is working with a large Financial Services governance organisation which is currently seeking a Quality Assurance Manager to join them in a permanent role paying £72,000 to £80,000, dependent on experience. This is a full-time position based in their central London office, with a hybrid work model requiring 2 in-office days per week or 8 per month, with flexibility around bundling those days.

The QA Manager will focus on holding operational teams accountable for delivering services in adherence to the organisation’s Claims Processing and Customer Experience Quality frameworks and standards, with other responsibilities including:

  • Owning, maintaining and constantly reviewing, the Quality Framework, detailing standards for claims processing and customer experience
  • Recording and analysing all quality, statistical data and information with regards to the claims processing and customer experience
  • Developing and maintaining Quality Management policies, standards, processes, procedures and guidelines
  • Reporting to management, outsourced Partners, Executive team and the Board and its Committees giving detail on quality performance
  • Building relationships at all levels to achieve desired outcomes whilst delivering challenging messages
  • Managing a high-performing team that both challenges and provides solutions
  • Working closely with the first line of defence to support improved customer quality outcomes
  • Supporting the third line of defence activities, where required
  • Independently assessing whether processes and policies deliver to the agreed quality standards and controls
  • Providing expert insight in understanding root cause of quality failure and working with colleagues to provide solutions

Our ideal candidate for the QA Manager position:

  • Possesses detailed knowledge and practical experience of Audit and/or assurance best practices, quality management methods and Customer Experience
  • Has excellent communication skills, with the ability to build relationships to executive level, whilst delivering difficult messages
  • Has well-developed stakeholder management skills and previous leadership experience and the ability to drive change in challenging circumstances
  • Has strong Financial Services product knowledge, including an understanding of current Financial Services regulations

If you’re interested in the QA Manager role and you have the skills and experience we’re looking for, please apply with an updated CV today.

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