What You'll Be Doing:
* Manage, recruit, train, coach, and develop a team of QA Specialists, ensuring high performance and development through objective setting and learning plans.
* Oversee quality assurance activities across operational areas, ensuring adherence to policies, procedures, and regulatory requirements.
* Drive continuous improvement using structured frameworks, such as Ways of Working, and support ongoing development and change initiatives.
* Report on QA metrics to Senior Management and key committees, ensuring accurate and timely data for decision-making and regulatory compliance.
* Conduct Root Cause Analysis and implement solutions to improve customer experience, and identify development needs across QA processes.
* Regularly review policies, procedures, and regulatory requirements, ensuring they are up-to-date and aligned with governance standards.
Key Skills & Experience:
1. Solid understanding of Financial Services/Consumer Credit sectors and experience working in regulated environments.
2. Proven leadership experience in managing Quality Assurance/Control functions.
3. Strong data analysis, MI production, and reporting skills with a background in Risk-based and Root Cause Analysis.
4. Excellent communication, coaching, and training skills, with a demonstrated ability to lead and motivate teams.
5. Knowledge of SLA and KPI management an...