Job Title:

Senior Quality Assurance ManagerDepartment:

Quality (BFSI)Management Responsibility for:

Quality Assurance AssessorsTravel Required : Yes - InfrequentReports to : Head of Quality and Operational Excellence - BFSILocation:

WAHA/GlasgowContract Type:

PermanentPosition: Senior Quality Assurance ManagerThe 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.

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 processManage the quality and auditing-process and reporting, leading a team of quality specialistsAbility to evaluate 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 implementationDrive the development of robust quality improvement coaching and training processes to drive continuous improvementLiaise with the TP Business teams globally to learn and implement best practice and to drive customer and performance improvementsQualifications and ExperienceWorked 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 AttributesThe ideal candidate will have deep understanding of the obligation on FS businesses to meet FCA consumer duty standardsComfortable 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 situationsProven background of quality related analysis, with ability to draw conclusions and recommend improvement initiativesGood project management skills and experienceAbility to deep dive/analyse 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 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 pictureExperience in writing documentation and standard operating proceduresDemonstrable proficiency of Microsoft Office including Excel, SharePoint, Word and PowerPointProfessional approach to working with colleagues at all levelsAbility to communicate effectively across a multitude of platforms with team members excellent 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 appropriate

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