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Quality Assurance Manager

2 months ago

Birmingham, Birmingham, United Kingdom Eames Consulting Full time
Quality Assurance Lead

Eames Consulting is seeking a highly skilled Quality Assurance Lead to join our Shared Service Team. As a key member of our team, you will be responsible for developing, implementing, and managing quality assurance processes and standards for all services managed by the Shared Service Team.

Key Responsibilities:
  • Develop and Implement Quality Assurance Strategies: Design and implement comprehensive quality assurance strategies and frameworks tailored to all services owned by Shared Service.
  • QA Policy and Procedure Development: Design and implement QA policies, standards, and procedures, continuously reviewing to ensure they align with any regulatory changes and company or industry best practice.
  • KPI Monitoring and Reporting: Work with the Shared Service management team to establish and monitor KPIs to measure the effectiveness and efficiency of quality assurance controls.
  • Quality Reporting and Improvement: Build, maintain, and prepare detailed quality reports for senior management, highlighting performance against KPIs and advising on any areas of improvement and providing recommendations for improvements.
  • Process Optimization: Design and implement solutions that enhance quality, efficiency, and stakeholder satisfaction.
  • Internal Audit and Risk Management: Develop the approach to and oversee internal audit checks to identify any deficiencies, and develop and oversee the implementation of any risk mitigation strategies.
  • Team Leadership and Development: Build and lead a team of QA professionals, providing guidance and training, fostering a culture of quality throughout the Shared Service function.
  • Training and Development: Develop and deliver training programs for operations staff to promote a culture of quality and continuous improvement.
  • Stakeholder Management: Establish strong stakeholder relationships and work in partnership with them to resolve any quality concerns/issues.
  • Collaboration and Integration: Work closely with cross-functional teams, including the wider operations team, IT, underwriting, claims, and third-party service providers, to ensure quality standards are integrated into all aspects of the Shared Service operation.
  • Quality Assurance Tools and Technologies: Support the development and integration of quality assurance tools and technologies to streamline processes and enhance efficiency.
  • Record Keeping: Maintain records of QA activities, audit reports, and corrective actions.
Requirements:
  • Proven Experience: Proven experience in a quality assurance management role (minimum 5 years with at least 3 years in a leadership role), preferably within the insurance or financial services industry.
  • Skills and Abilities: Excellent project management and communication skills, a collaborative approach to working with internal and external stakeholders, and a strong focus on risk management to minimize any disruption to operational performance.
  • Knowledge and Experience: Knowledge of QA tools, methodologies, and frameworks, understanding of industry best practice, problem-solving, data analysis, team leadership, stakeholder collaboration, and continuous improvement.
Competencies:
  • Change Management: Ability to manage and implement change effectively.
  • Performance Management: Ability to monitor and improve performance.
  • Leadership and Team Management: Ability to lead and manage a team.
  • Developing and Tracking Actions/Progress: Ability to develop and track actions and progress.
  • Verbal Communication: Excellent verbal communication skills.
  • Written Communication: Excellent written communication skills.
  • Process Improvement: Ability to improve processes.
  • Detail-Oriented: Ability to be detail-oriented.
  • Risk Management: Ability to manage risk.
  • Critical Thinking: Ability to think critically.
  • Problem Solving: Ability to solve problems.
  • Analytical: Ability to analyze data.
  • Results Driven: Ability to drive results.
  • Technical Proficiency: Ability to use technical tools and systems.
  • Customer Focus: Ability to focus on customer needs.
  • Collaborative: Ability to work collaboratively.
  • Relationship Driven: Ability to build and maintain relationships.