Senior Quality Assurance Manager

Job Description

Job Title: Senior Quality Assurance Manager\n\nDepartment: Quality (BFSI)\n\nManagement Responsibility for: Quality Assurance Assessors\n\nTravel Required: Yes - Infrequent\n\nReports to: Head of Quality and Operational Excellence - BFSI\n\nLocation: WAHA/Glasgow \n\nContract Type: Permanent\n\nPosition: Senior Quality Assurance Manager\n\n \n\nThe Senior Quality Assurance Manager will support TP QA department by using operational expertise to improve and preserve the highest standards of quality and service, in addition to driving success through proven leadership and communication skills. The Snr QA Manager is responsible for standardizing and reporting quality metrics to client and TP internal standards across three operational units, diverse geographical locations, and will be responsible for managing a team of quality specialists.  They have direct and frequent interaction with senior client and internal stakeholders.\n\n \n\nKey responsibilities include:\n\n \n\nProvide support and advisory services for operational teams on procedure and guidance including AML, Customer Due Diligence, the Consumer Duty Principle and dealing with vulnerable customers and complaints process\n\nManage the quality and auditing-process and reporting, leading a team of quality specialists\n\nAbility to evaluate data, identify issues, recommend, own and drive performance improvement areas for internal and external customers\n\nOwn weekly calibration sessions to ensure consistency among quality specialists \n\nCompile and distribute quality reporting in a standard global format \n\nDrive requirements for technical quality and auditing solutions, including tools and automated reporting \n\nDocument and publish quality processes \n\nAct as a key stakeholder in maintenance and update of associate-facing resource material \n\nProvide clear insight into performance drivers and the levers which impact performance \n\nLiaise with Operations on coaching and areas for improvement \n\nPrepare reports and analysis, including relevant analyses versus prior periods and forecasts and associated risk/opportunities\n\nLearn and apply new tools, to help expand the scope beyond customer experience and improve product quality\n\nDrive improvement initiatives from conception through implementation \n\nDrive the development of robust quality improvement coaching and training processes to drive continuous improvement\n\nLiaise with the TP Business teams globally to learn and implement best practice and to drive customer and performance improvements\n\n \n\nQualifications & Experience\n\nWorked in a Quality Manager role within the past 6 months (preferable)\n\nMinimum of 3-4 years’ experience in BFSI preferably with specific experience of consumer duty requirements \n\nPrevious experience in creation, implementation and maintenance of Quality Management Programs with proven qualitative results \n\nLean Six Sigma Yellow Belt (advantageous)\n\n \n\nSkills & Attributes\n\nThe ideal candidate will have deep understanding of the obligation on FS businesses to meet FCA consumer duty standards\n\nComfortable in a fast-paced, multi-tasked, high-energy environment. They are a self-starter, capable of working without direct supervision and maintaining high performance in ambiguous situations\n\nProven background of quality related analysis, with ability to draw conclusions and recommend improvement initiatives \n\nGood project management skills and experience \n\n \n\nAbility to deep dive/analyse customer related data and draw conclusions leading to improvement initiative recommendations \n\nSuperior judgment, diplomacy and tact \n\nDemonstrated ability to drive process changes and improvements \n\nExceptional written and oral communication skills including an ability to communicate with all levels in the organization (technical, business, executive, external partners)\n\nGoal driven, target orientated, able to step back and look at the bigger picture\n\nExperience in writing documentation and standard operating procedures \n\nDemonstrable proficiency of Microsoft Office including Excel, SharePoint, Word and PowerPoint\n\nProfessional approach to working with colleagues at all levels \n\nAbility to communicate effectively across a multitude of platforms with team members excellent planning and organizational skills \n\nMotivated to work on own initiative\n\nExcellent interpersonal and communication skills\n\nProven ability to make and implement decisions\n\nProven ability to influence change at all levels as appropriate