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Quality Assurance Manager

3 months ago

Harlow, United Kingdom Reed Business Support Full time

As my clients new Quality Manager, you would be reporting to and working closely with, the Head of Audit & Compliance. You will be responsible for overseeing and organising the Quality Assurance Team and its processes.

If you are a strong Quality Assurance / Audit professional with a proven, demonstrable, record of driving improvement and providing exceptional service then please keep reading
- Quality Manager
- Harlow
- £30K
- Monday - Friday office based.
- 25Days annual leave + bank holiday
- Onsite parking

**Role responsibilities**
- Lead, motivate, develop and performance manage a small team
- Prepare daily / monthly checking schedules based on volumes and client specific requirements, allocate work to team to ensure all SLA’s are met
- Provide ad-hoc information to support Head of A&C at client meetings & external audits, attending where requested and appropriate
- Conduct RCA to identify and evaluate quality trends, contribute to the improvement of controls and reports
- Highlight areas of identified non-compliance with enforcement legislation, industry best practice and internal policies and procedures; identify training needs at individual Agent and organisational level
- Take responsibility for the continued evolution of existing scorecards to meet business needs, including working with provider of cloud based Quality Assurance platform
- Support with Internal Audits and Policy reviews (where appropriate), suggesting and driving improvement and with preparation for external audit e.g. BSI
- Remain up to date with all relevant policy, procedures and process guides and undertake training as required to remain proficient in role

**Person Specification**
- Experience (ideally 3 years +) in a Quality Assurance / Audit environment
- Experience in team management or leadership
- Proficiency in statistical analysis and quality assurance databases
- Proficient to intermediate level in MS Office: Outlook, Word, Excel
- Excellent oral and written communication skills with the ability to display a high degree of integrity, tact and diplomacy

**Desirable Requirements but not necessary**
- Educated to Degree level or equivalent inhouse training.
- Knowledge of High Court & Enforcement industry

**Training Requirements**:

- High Court/ HMCTS/ HCEOA - applicable regulation, legislation, and codes of conduct
- Quality management platform and scoresheet completion