Quality Assurance Manager

Business Unit: Customer Service & Operations
Salary range: 44800 - 56000 per annum DOE benefits
Location: UK Hybrid Glasgow Gosforth or Leeds
Contract type: Permanent

Our Team

Our Collections and Recoveries team is investing in strategic improvements across the Collections operation from policy and processes through to risks and controls quality assurance training communication and management information. These enhancements will ensure the operation is fit for purpose in the context of a continually evolving and complex regulatory landscape where customer circumstances require often tailored and sensitive solutions. Positive customer outcomes will continue to be at the heart of everything the function does with broader functional improvements driving a more engaging colleague experience across the front-line Collections operation. We are looking for individuals to join us on this exciting strategic initiative working with colleagues across Virgin Money and Nationwide as well as across various functions to deliver improvements in the operation of the Collections and Recoveries function.

This is a unique opportunity to help shape and establish processes from the ground up focussing on protecting our bank while enabling trusted relationships with our customers.

What youll be doing

• Lead a QA Team to ensure framework requirements are met to the highest standards.
• Embedding customer fist behaviours alongside meeting regulatory requirements.
• Support Operational business areas to ensure they are working within the framework guidelines offering support guidance and trend analysis.
• Completing quality assurance checks on high-risk process and document assessment outcomes.
• Helping to maintain a suite of MI and analysing error examples and trends across the operation identifying any training skill behavioural gaps and making recommendations to management.
• Ad-hoc deputising duties and support with maintaining the quality framework
• Providing feedback and coaching to colleagues on quality assurance findings and outcomes.
• Being involved in continuously identifying potential for the improvement of Quality Checking processes ensuring actions are in place to facilitate the provision of timely and relevant training to all colleagues

We need you to have

• Prior experience in a QA role within Financial Services particularly within financial care and vulnerable customers.
• Leadership experience with a background in leading a QA team.
• Excellent knowledge and understanding of regulatory requirements in financial services.
• Prior experience working with sampling mythologys.
• Well-developed decision making and judgement with experience in completing quality checking or quality assurance.
• Excellent communication interpersonal questioning and listening skills.

Its a bonus if you have but not essential

• Background and experience in audit and thematic reviews including reporting

Red Hot Rewards

• 25 days holiday per year increasing over time to 30. Plus an option to buy more giving you even more choice.
• Private medical insurance
• A highly competitive pension to help you build a strong foundation for retirement
• Access to an annual performance-related bonus
• Training and development to help you progress your career
• A great selection of additional benefits through our flexible benefits scheme
• Life assurance to provide peace of mind for you and your loved ones
• Up to 2 days of paid volunteering a year

If were lucky to receive a lot of interest we may close the advert early. Please ensure to submit your applications as soon as possible.

Say hello to Virgin Money

Virgin Money is so much more than just a bank. As part of theNationwide grouptogether were the UKs first full-service mutual bank serving millions of retail and business customers and all driven by our purpose; Banking but fairer more rewarding and for the good of society. With us youll be part of an organisation uniquely positioned to make a difference to the lives of customers communities and broader society and embark on a collaborative customer obsessed and fun-filled career journey. Embrace the weekdays enjoy fantastic perks and make a meaningful positive difference. Time to discover what it means to be part of the first mutual full-service banking provider.

Be yourself at Virgin Money

At Virgin Money we celebrate everyone. We have fun think big and relentlessly include each other all in pursuit of our purpose: Banking but fairer more rewarding and for the good of society.Were committed to creating an inclusive culture where colleagues feel safe and inspired to contribute speak up and be heard.

As a Disability Confident Leader were committed to removing any obstacles to inclusion. If you need any reasonable adjustments or support making your application contact our Talent Acquisition team

Please note: If we receive a high volume of eligible applications we may need to prioritise candidates whose skills and experience most closely align with the role while still ensuring fair and equitable consideration for all applicants.

Now the legal bit
Although some of our roles allow you to be based anywhere in the UK well need you to confirm you have the right to work in the UK.

If youre successful in securing a role with us there are some checks you need to complete before starting. These include credit and criminal record checks and three years worth of satisfactory references. If the role is part of the Senior Manager Regime and Certification Regime it requires enhanced pre-employment checks well ask for six years of regulatory references and once in the role youll be subject to periodic employment checks.