Quality Assurance Manager

  • Location
    London, Greater London
  • Job type
    Permanent
  • Industry
    Financial Services
  • External Reference
    QA1
  • Category
    HR, Sales and Management - Compliance Manager / Quality Manager

Job Role: Quality Assurance Manager


London


Monday - Friday - Hybrid Working


Competitive Salary



About the role:


Quality Assurance plays an integral role in supporting the Scheme in achieving its aims. Specifically, the Manager will be an expert on delivering quality and is responsible for providing the Board and Executive Team with the confidence that operational processes across the company and our partners are consistently delivered to the quality standards agreed by the Executive. The role holder will also be the owner of the quality framework, which details the approach to delivering quality customer outcomes and measuring and reporting on those.



Roles and Responsibilities



  • Hold operational teams (internal and external) to account for delivering the services in adherence to claims processing and customer experience quality framework and standards

  • Own, maintain and constantly review, the Quality Framework, detailing standards for claims processing and customer experience

  • Recording and analysing all quality, statistical data and information with regards to the claims processing and customer experience

  • Develop and maintain Quality Management policies, standards, processes, procedures and guidelines

  • Report to management, outsourced Partners, Executive team and the Board and its Committees giving detail on quality performance

  • Build relationships at all levels to achieve desired outcomes whilst delivering challenging messages

  • Manage a high performing team that both challenges and provides solutions

  • Work closely with first line of defence to support improved customer quality outcomes

  • Support third line of defence activities, where required

  • Independently assess whether processes and policies deliver to the agreed quality standards and controls

  • Provision of expert insight in understanding root cause of quality failure and working with colleagues to provide solutions

  • Oversight for accreditation and maintaining competence

  • Expertise in delivering high quality customer outcomes










Essential


� Detailed knowledge and practical experience of Audit and/or assurance best practices


� Detailed knowledge and practical experience of quality management methods


� Detailed knowledge and expertise in Customer Experience


� Excellent communication skills and the ability to build relationships to executive level, whilst delivering difficult messages


� Strong stakeholder management skills


� Leadership experience and the ability to drive change in challenging circumstances


� Strong financial services product knowledge






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