Senior Quality Assurance Manager
hace 3 días
Motherwell
Job 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 Manager Key responsibilities include: • 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 process, • Manage the quality and auditing-process and reporting, leading a team of quality specialists, • Ability to evaluate data, identify issues, recommend, own and drive performance improvement areas for internal and external customers, • Own weekly calibration sessions to ensure consistency among quality specialists, • Compile and distribute quality reporting in a standard global format, • Drive requirements for technical quality and auditing solutions, including tools and automated reporting, • Document and publish quality processes, • Act as a key stakeholder in maintenance and update of associate-facing resource material, • Provide clear insight into performance drivers and the levers which impact performance, • Liaise with Operations on coaching and areas for improvement, • Prepare reports and analysis, including relevant analyses versus prior periods and forecasts and associated risk/opportunities, • Learn and apply new tools, to help expand the scope beyond customer experience and improve product quality, • Drive improvement initiatives from conception through implementation, • Drive the development of robust quality improvement coaching and training processes to drive continuous improvement, • Liaise with the TP Business teams globally to learn and implement best practice and to drive customer and performance improvements Qualifications & 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 requirements, • Previous experience in creation, implementation and maintenance of Quality Management Programs with proven qualitative results, • Lean Six Sigma Yellow Belt (advantageous) Skills & Attributes • The ideal candidate will have deep understanding of the obligation on FS businesses to meet FCA consumer duty standards, • Comfortable 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, • Proven background of quality related analysis, with ability to draw conclusions and recommend improvement initiatives, • Good project management skills and experience, • Ability to deep dive/analyse customer related data and draw conclusions leading to improvement initiative recommendations, • Superior judgment, diplomacy and tact, • Demonstrated ability to drive process changes and improvements, • Exceptional written and oral communication skills including an ability to communicate with all levels in the organization (technical, business, executive, external partners), • Goal driven, target orientated, able to step back and look at the bigger picture, • Experience in writing documentation and standard operating procedures, • Demonstrable proficiency of Microsoft Office including Excel, SharePoint, Word and PowerPoint, • Professional approach to working with colleagues at all levels, • Ability to communicate effectively across a multitude of platforms with team members excellent planning and organizational skills, • Motivated to work on own initiative, • Excellent interpersonal and communication skills, • Proven ability to make and implement decisions, • Proven ability to influence change at all levels as appropriate