The Quality Assurance Manager will report to the Head of Organisational Conduct and will collaborate with the Operations Leadership Team to develop and manage the QA function at BNP Paribas PF. This role involves overseeing quality and compliance monitoring for all customer contacts, ensuring alignment with regulatory requirements, industry standards, and a strong focus on risk, regulation, Conduct Risk Framework, FCA regulation, and Consumer Duty principles.
Responsibilities:
* Manage Quality Assurance: Oversee the QA processes and ensure all performance is measured against the established Quality Monitoring framework.
* Lead and Develop QA Officers: Mentor and coach QA Officers/Colleagues to achieve targets through observation and guidance as part of the Training and Competency Scheme.
* Maintain Training and Competency Framework: Keep the framework up to date, ensuring compliance with all requirements and providing necessary support to team members to achieve competent status.
* Customer Journey Review Program: Lead a themed customer journey review program to enhance customer contact quality. Communicate findings and coordinate training interventions.
* Action Tracking and Updates: Implement and maintain processes for capturing and actioning feedback, ensuring timely follow-up and updates as needed.
* Workflow Management: Organise the team to ensure efficient workflow and adherence to service level agreements.
* Identify and Address High-Risk Areas: Proactively identify high-risk areas and collaborate on action plans to address them.
* Reporting and Feedback: Deliver high-quality trend reports and feedback to Operations Managers to support ongoing quality improvement efforts.
* Support Business Projects: Contribute to Operations and Business projects, offering support as required.
Minimum Requirements:
* Strong customer service or compliance background
* 5 years experience working in a Quality Assurance role
* Experience in Financial Services (Desirable)
* Ability to set objectives and lead teams to achieve them
* Excellent communication and interpersonal skills
* Strong analytical abilities and attention to detail
* Highly PC Literate with Genesis Software experience (Desirable)
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