Business Quality Assurance Manager

3 weeks ago

London, United Kingdom Ultimate Banking Ltd Full time

Business Quality Assurance Manager - mortgages

Fully Remote

£55 - 60k

Our client is a growing fintech supplying SAS in the mortgage space and the role will work within the Operational Support Team. The Quality Assurance Manager will implement and manage the quality and audit checks required across processes, procedures, riskand service to ensure they meet and maintain service standards and ensure they are aligned to UK policies thereby operating within UK regulatory and customer expectations.

Through regular monitoring, quality testing and reporting of operational activities, we aim to provide a consistent first-class level of service to all our customers, ensuring they are always treated fairly, with courtesy, responded to within SLAs and withinregulatory standards.

Some processes are run in-house, others are 'outsourced’, the Quality Assurance Manager needs to support our external partners with QA alignment and ensure the values and ways of working are embedded to all, ensuring that the customer experience remainsconsistent and exemplary irrespective of origin.

Th Quality Assurance Manager will also act as a contact point for the UK Governance, Risk and Compliance (GRC) team, assisting to co-ordinate first line of defence risk and compliance related activities.

**What you'll be doing day to day**
- Observing, auditing and quality testing our onboarding due diligence and maintenance procedures and reviewing the regular audit checks to ensure all customers remain compliant with KYC, Sanctions and AML checking
- Regular monitoring, quality testing and reporting of all customer service-related activities and people, identifying areas of weakness or additional training required
- Working with the Training Manager to ensure all training materials are continually enhanced to support quality assurance
- Assist the Support Team with process and procedural change reviews, ensuring all are delivered to the required standards
- Ensure all Operational team controls are logged and control attestations completed in a timely manner
- Review all risk logs, ensuring the Operational team actions are implemented as required with the right controls
- Review complaints and service issues ensuring that root cause analysis and reporting is carried out and any remedial actions are implemented
- Support training and knowledge with QA audits
- Support Managers with any staff concerns regarding customer service
- Identify new audit requirements to enhance the Operational resilience and any changes in regulatory requirements
- Assist management in raising awareness of the importance and adherence to standards and quality across the whole of the UK team
- Review and sign off of Operational Stand Operating Procedures
- Design and delivery of UK QA framework

**Desirable**
- Experienced in a Quality Assurance role, including the establishing and embedding of a QA framework across an organisation
- Experience of implementing audit and checking procedures to align with policy and regulatory guidelines
- Relationship management skills and a confident communicator at all levels
- Ability to create and present QA & SLA reporting metrics
- Customer focused with strong data and administration capabilities
- Exceptional report writing skills

**Key Attributes**
- Strong innovator with an influential style
- Exceptional attention to detail and accuracy
- Strong interpersonal and communication skills (written and verbal)
- Ability to demonstrate initiative and professionalism
- High level of integrity and reliability
- Strong time-management/organization skills to balance competing priorities

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