Academic Quality Assurance Director

4 weeks ago


Nottingham, Nottingham, United Kingdom Domestic & General Full time

Quality Assurance Manager Role

About the Job

We are seeking an experienced Quality Assurance Leader to join our team as a Quality Assurance Manager. As a key member of our organization, you will be responsible for the day-to-day delivery of our UK Quality Assurance strategy, partnering with stakeholders from across the organization to drive good customer outcomes.

Key Responsibilities

  • Promote a culture of ensuring we continuously aim to prevent potential customer harm through managing, developing, and leading a high-performing team of customer-focused QA Team Leaders.
  • Delivery of exceptional customer outcomes, colleague engagement, and department-level budget targets alongside a balanced scorecard of KPIs for people and performance measures.
  • Knowledge of relevant key regulatory requirements (e.g. FCA Consumer Outcomes, FCA Handbook, Data Protection etc.) coaching and mentoring future leaders as opposed to managing people via tasks, targets, and processes.
  • Responsible for the delivery of quality assurance reviews, with a focus on ensuring potentially poor customer outcomes are identified and remediated.
  • Manage performance and behaviours against various KPIs (primarily focused on individual quality and productivity), utilising action plans and formal performance management where applicable.
  • Support and oversee QA root cause analysis on potential systemic or emerging risks, informed by QA review outcomes.
  • Ability to lead group training sessions to staff both within the Quality Assurance department and to the wider business.
  • Strong stakeholder management skills, effectively navigating diverse perspectives and withstanding challenges to ensure successful collaboration and achievement of organisational objectives.
  • Change management experience – can oversee complex business change, outcome rather than output-focused, ensuring delivery at pace without impact on operational delivery.
  • Significant experience of managing behaviours and individual performance/competency to consistently drive improved results.
  • Good commercial insight to understand and balance numerous commercial and operational demands and constraints.

What We Offer

  • Competitive salary and annual discretionary bonus.
  • Annual leave – 33 days annual leave (including bank holidays) with an annual option to buy up to 5 additional days of annual leave.
  • Health cash plan – employer-funded cover to enable you to claim money back on essential healthcare costs, including dental, optical, physiotherapy, and many more. Cover also includes unlimited access to a 24/7 virtual GP service.
  • Pension scheme – matched employer contributions up to 5% of basic salary.
  • Life assurance – employer-funded cover of 4x basic salary.
  • Dedicated online benefit portal offering access to saving and lending facilities, financial wellbeing, and support services.
  • Health & Wellbeing – discounted gym membership, online virtual workout sessions, online culinary classes.
  • Employee Assistance Programme – specialist advice and support on issues such as finance, relationships, illness, and family issues.
  • Free Domestic & General protection plan – one free plan each year with access to discounted rates of up to 50% on additional plans, including referrals for family and friends.
  • Employee discounts – access to discounted Sky TV and mobile packages, together with a range of discounts for 100s of online and high-street retailers.

About Us

At Domestic & General, we are proud of our 100-year legacy and excited about our future growth plans. We are expanding our horizons, entering new markets and territories internationally, and we need your expertise to help us on the journey.

Equal Opportunities Employer

We are an equal opportunities employer, which means we treat people fairly. We view all applications equally, regardless of gender, colour, ethnic background, religion, disability, age, sexual orientation, gender reassignment, or marital/family status.


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