Call Monitoring QA Team Lead (1 Year Mat Leave Cover)
Call Monitoring QA Team Lead (1 Year Mat Leave Cover)
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Job Description
We are seeking a QA Team Lead (1 Year Mat Leave Cover) to manage and mentor a team of QA Agents responsible for assessing sales calls and maintaining regulatory and operational standards. The ideal candidate will have strong leadership skills a clear customer focus and a drive for continuous improvement. Experience in financial services quality assurance and proven line management or extensive coaching experience is required.
Responsibilities:
- Lead and manage a team of QA Agents to ensure consistent highquality sales call assessments in line with the QA framework
- Drive the QA team to achieve agreed business KPIs and standards
- Analyze QA results and work closely with the Learning and Development team to identify trends and training needs
- Provide relevant constructive feedback to Sales Managers to drive performance improvement
- Escalate complaints and breaches to appropriate management and support Compliance investigations
- Contribute to the improvement of the QA framework by offering practical feedback to Compliance and Operations teams
- Administer and oversee the QA Appeals process ensuring accurate reviews and records
- Maintain uptodate knowledge of Neilsons products systems and processes and understand operational and regulatory risks
- Support the Compliance team in embedding changes to the QA framework following regulatory updates
- Monitor QA framework effectiveness through risk assurance initiatives such as checkthechecker
- Produce regular performance reports and management information for leadership oversight
- Host collaboration sessions with Sales Management to embed quality assurance culture
- Participate in businessled projects as needed
- Ensure adherence to all company policies and procedures within the QA team
Qualifications :
- Previous experience working in a QA role within a financial services company
- Proven line management experience or extensive mentoring and coaching experience
- Strong attention to detail analytical thinking and problemsolving skills
- Excellent communication and stakeholder management skills
- Ability to drive performance in a target and KPIdriven environment
- High adaptability and motivation toward continuous improvement
Additional Information :
If you are passionate about quality assurance thrive in a leadership role and are committed to continuous improvement we would love to hear from you!
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
