Quality Assurance Lead

2 weeks ago


Wallsend, United Kingdom Newcastle Building Society Full time

About the Role

A fantastic opportunity has arisen within our Customer Service Centre to be part of an exciting new Quality Assurance team. The role will entail leading a team of Quality Analysts to deliver robust and multi-channel testing, driving enhanced customer standardsand outcomes.

Working alongside the Quality Assurance Manager you will play a lead role as advocate of Quality Assurance standards across multiple operational areas and provide strong effective oversight of the quality checks, in line with customer service standards,ensuring consistency in quality assurance monitoring across the team.

You will produce Quality Assurance reports and MI to support internal and client Governance and work closely with the operational management teams to ensure quality standards are maintained.

You will proactively identify and review root cause of failed quality outputs, along with regulatory, policy or conduct breaches, promoting best practice and overseeing any required resolutions to completion.

About You

Experience of Quality Assurance and Complaint Handling policies and processes is essential along with a good understanding of regulations and Knowledge of the FCA (Financial Conduct Authority) and FOS (Financial Ombudsman Service)

About Us

Newcastle Strategic Solutions is the UK’s leading savings management platform and one of the North East’s most established and successful FinTechs We provide savings management and technology services for new challenger banks and established providers acrossthe UK. Our work has earned us an enviable reputation in the market as the best at what we do.

What do you get in return? As well as receiving a competitive annual salary based on above-market pay scales, our reward package includes:

- A 35-hour weekly contract + flexible working options
- 25 days holiday each year plus bank holidays
- Bonus scheme
- Pension scheme
- Life assurance and income protection
- Access to a range of wellbeing benefits
- Electric car salary sacrifice scheme
- Cycle to Work scheme
- Above statutory family leave entitlement
- The option to buy extra holidays
- Two paid volunteering days each year
- A broad range of learning and development opportunities
- Hybrid working - we welcome any discussions around where, how and when people work including part-time hours.

**We have refreshed our approach to recruitment and have outlined a new process of remote selection and on boarding.**

**Upon starting a new role with us, we will ensure you are equipped with the correct tools and technologies to enable you to do your best work within your hybrid arrangement.


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