Senior Quality Assurance Manager

3 days ago Be among the first 25 applicantsJob Title:

Senior Quality Assurance Manager

Department:

Quality (BFSI)

Management Responsibility for:

Quality Assurance Assessors

Travel Required : Yes - Infrequent

Reports to : Head of Quality and Operational Excellence - BFSI

Location:

WAHA/Glasgow

Contract Type:

Permanent

Position:

Senior Quality Assurance ManagerThe Senior Quality Assurance Manager will support the 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 Senior QA Manager is responsible for standardizing and reporting quality metrics to client and TP internal standards across three operational units and 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.Responsibilities

Provide 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 processManage the quality and auditing-process and reporting, leading a team of quality specialistsEvaluate data, identify issues, recommend, own and drive performance improvement areas for internal and external customersOwn weekly calibration sessions to ensure consistency among quality specialistsCompile and distribute quality reporting in a standard global formatDrive requirements for technical quality and auditing solutions, including tools and automated reportingDocument and publish quality processesAct as a key stakeholder in maintenance and update of associate-facing resource materialProvide clear insight into performance drivers and the levers which impact performanceLiaise with Operations on coaching and areas for improvementPrepare reports and analysis, including relevant analyses versus prior periods and forecasts and associated risk/opportunitiesLearn and apply new tools to help expand the scope beyond customer experience and improve product qualityDrive improvement initiatives from conception through implementationDevelop robust quality improvement coaching and training processes to drive continuous improvementLiaise with the TP Business teams globally to learn and implement best practice and drive customer and performance improvementsQualifications and Experience

Worked in a Quality Manager role within the past 6 months (preferable)Minimum of 3-4 years experience in BFSI, preferably with specific experience of consumer duty requirementsPrevious experience in creation, implementation and maintenance of Quality Management Programs with proven qualitative resultsLean Six Sigma Yellow Belt (advantageous)Skills and Attributes

Deep understanding of the obligation on FS businesses to meet FCA consumer duty standardsComfortable in a fast-paced, multi-tasked, high-energy environment. Self-starter, capable of working without direct supervision and maintaining high performance in ambiguous situationsProven background of quality-related analysis, with ability to draw conclusions and recommend improvement initiativesGood project management skills and experienceAbility to deep dive/analyze customer-related data and draw conclusions leading to improvement initiative recommendationsSuperior judgment, diplomacy and tactDemonstrated ability to drive process changes and improvementsExceptional written and oral communication skills including ability to communicate with all levels in the organizationGoal driven, target oriented, able to see the bigger pictureExperience in writing documentation and standard operating proceduresProficiency with Microsoft Office including Excel, SharePoint, Word and PowerPointProfessional approach to working with colleagues at all levelsAbility to communicate effectively across platforms with team members and strong planning and organizational skillsMotivated to work on own initiativeExcellent interpersonal and communication skillsProven ability to make and implement decisionsProven ability to influence change at all levels as appropriateDetails

Seniority level: Mid-Senior levelEmployment type: Full-timeJob function: Information TechnologyIndustries: IT System Testing and EvaluationGlasgow, Scotland, United ..... full job details .....