Senior Quality Assurance Manager

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

The 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 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

Skills & Attributes