Team Manager - Customer Journey Quality Assurance
Team Manager - Customer Journey Quality Assurance
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Job Description
This is a maternity cover role covering a period of 15 months. You will be responsible for managing a very experienced team of 12 Quality Assurance Officers. The focus of the role will be to work alongside key business stakeholders and support their business areas to consistently deliver good customer outcomes and reduce incidents by ensuring that processes are adhered to.
You will play a key role in assessing the efficiency and suitability of departmental processes and training; driving a culture of continuous improvement working with management teams identifying changes needed to improve customer outcomes and/or business efficiencies.
Duties Include:
- QA planning; Resource management and consistent delivery
- Cross skilling Team to improve resilience and support employee development
- Initial point of contact for challenges to QA decisions
- Conduct 4 eyes checks of business QC monitoring
- Conduct Check The Checker checks of QA Officer assessment
- Provision of QA reporting data and insights.
- Conduct root cause analysis of failed cases/poor outcomes and provide insights to Head of QA
- Regular 1:1s with QA Officers with a focus on personal development and delivering objectives
- Ongoing identification of opportunities for continuous improvement of the QA framework approach and tooling.
- Support with QA strategy framework and execution
- Support with ad hoc high risk assurance activities
Qualifications :
Preferred Skills:
- Experience of managing or coaching and staff training
- Strong interpersonal skills that allow confident and credible engagement with senior stakeholders building strong and respectful relationships
- Understands operational challenges and how to support this from a first line risk perspective
- Excellent communication skills both verbal and written
- Exceptional attention to detail
- Proven ability to work to targets and deadlines
- Proficient in use of Microsoft Word Excel and Outlook
Desirable (not essential):
- Experience of working in a QA related environment driving continuous improvement
- Good understanding of FCA expectations and the Consumer Duty outcomes
- Experience within the Financial Services Industry
- Awareness of Microsoft SharePoint and InfoPath
Additional Information :
- 26 days holiday and a day off for your birthday (increasing with service to 30 days) plus bank holidays
- Buy & sell holidays
- Discretionary annual bonus
- Matched pension contribution
- Life assurance
- Amazing on-site/ subsidised Restaurant
- Critical illness cover
- Health cash plan
- Private medical insurance
- Free access to company holiday homes
- Travel season ticket loans
- Ride to work scheme
- Free local gym access
- Local bar / restaurant discounts
Together Money embraces diversity and inclusion and are proud to be an equal opportunity workplace. Not only do we welcome difference we celebrate it support it and really value our colleagues for who they are. We are committed to building a team that represents a variety of backgrounds perspectives and skills.
We care that you have a great experience with us at Together if you need us to make any reasonable adjustments to make your experience easier please let us know and well do all we can.
Please note that all successful applicants will undergo relevant employment reference financial and criminal record checks.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
