QA Manager

  • Salaire : GBP350 - GBP500 per day
  • Lieu de travail : Reading, Angleterre, Royaume-Uni
  • Type de contrat : Plein-temps
  • Entreprise : JCW Search

Currently recruiting for a QA Manager to work with a Major Insurance firm to work on a Regulated Past Business Review. The manager is looking for a candidate with previous customer centric experience who can hit the ground running.

Knowledge statements:

  • A 1st line quality assurance expert (in a regulated financial services product environment)
  • Ability to evaluate and measure customer experience, quality and customer outcomes
  • Ability to challenge an operations unit
  • Ability to analyse QA MI
  • Sufficiently numerate to analyse graphs, tables, percentages and raw performance data
  • Ability to build strong effective relationships with operations teams (between TRASP OST and Deloitte QA)
  • Ability to challenge the status quo
  • Ability to present their findings in management forums
  • Willingness to be flexible and help out where needed
  • Be a passionate customer advocate

Experience statements:

  • Experience working as a Quality SME within a regulated Past Business Review (PBR) programme (financial services sector)
  • Experience in working within a Skilled Person engagement
  • Experience evaluating customer experience, quality and customer outcomes
  • Experience working with an operations unit (ideally outsourced) to pursue continuous improvement in QA performance
  • Experience leading a QA team
  • Experience coaching customer facing agents/team leaders in customer experience and customer outcome
  • Experience calibrating QA scores from different sources
  • Experience analysing & evaluating QA MI
  • Experience advocating the 'right' customer experience and outcome for the customer

  • Risk Management, Regulatory Compliance & Audit Recruitment
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