Quality Assurance Manager Ftc

3 days ago

Bournemouth, United Kingdom The Curve Group Full time

**Role Overview**

We have a great opportunity for a quality assurance manager to join our financial services client who are based in Bournemouth, initially on a 12 month FTC.

**Responsibilities include**:

- Understanding and developing the Quality Assurance function, by building and achieving a 1st Line control environment.
- Encouraging and teaching the ability to take initiatives and produce results, providing valuable feedback to support and maintain effective operations through good communication and oral skills.
- Supporting and assisting performance through detailed analysis of MI.
- Actively suggest and carry out practical actions to deal with identified issues in a collaborative manner
- Provide training and coaching support to improve awareness throughout supported departments.
- Collaborate with the business approach to delivering good customer outcomes within Underwriting, Customer Service, Customer Support and Complaints by being sensitive to our customer's needs.
- Liaising with the Head of Risk, Head of Compliance and 3rd line, to coordinate assurance activities and guide improvement.
- Seek to question and bring change by working to protect customer outcomes and drive important changes for the better
- Establish and grow and develop a sector-appropriate 1st Line control function
- Understand and maintain the Quality Assurance Framework, associated scorecards and Standards
- Present the required assurance for our Underwriting, Customer Services, Customer Support and Complaints functions, using risk-based and volume monitoring as agreed together with the business.
- Develop and understand the appropriate Management Information that informs the Operations Director, wider Executive Committee and Board.
- Manage the 1st Line control strategy as guided by the Operations Director, highlighting risks and issues to effective delivery as required.
- Efficient performance management of direct reports, including regular catch ups and 1-1s in order to keep staff well informed on their progress on performance, attitude and competencies and demonstrating empathy where required, whilst providing that theyare managed in-line with our policies and procedures.
- Grow and develop a change and improve mindset in all staff within the function, identifying key areas for business and team development
- Engage with and work collaboratively with senior management peer group to drive success in line with wider business goals and put Quality at the centre of the sphere of influence.

**Skills & Experience Required**:
Essential:

- Experienced Quality Assurance Manager, with broad industry knowledge and a demonstrable track record of building and guiding best practice, customer focused teams
- Detailed knowledge of Regulation affecting the Consumer Credit sector
- Successful track record of staff development with excellent coaching, motivating and interpersonal skills
- Proficient oral and written communication skills with a love of learning and collaborative work ethic combined with the ability to operate in a fast pace, evolving and dynamic organisation

Experience and qualifications:

- Management experience gained in (ideally) FCA regulated environments
- Considerable Quality Assurance experience is essential
- Experience in building, developing and maintaining high performing teams
- Experience with change management and delivery
- Broad knowledge of a Control environment

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