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QUALITY ASSURANCE TEAM LEADER
Job Posted: 14 hours ago
Salary: £ 32,000 - 42,000 / Annum
Job Type: Permanent
Location: SO15, Southampton, Hampshire
Expire in: a month
Job Description
Quality Assurance Team Leader
Location: Southampton, Hampshire
Hours: 37.5 Hours a week
Salary: £32,000 - £42,000 (D.O.E)
The Company
Our client is a prominent financial technology company that operates in the lending sector. They are deeply committed to providing fair customer outcomes and operational excellence. With a supportive, fast-paced, and collaborative culture, they are at the forefront of their industry, leveraging cutting-edge technology to drive innovation in their customer service and compliance strategies.
The Role – Quality Assurance Team Leader
We are seeking a passionate and forward-thinking Quality Assurance Team Leader to lead a first-line QA function across the entire operations landscape. This is a business-critical role that is central to the company’s customer experience and compliance strategy. You will be responsible for auditing a wide range of customer interactions and operational processes, ensuring the highest standards are upheld.
You will lead a team of QA professionals who are experts in their field, and you'll be instrumental in developing and utilising AI tools to uncover key insights and drive continuous improvement. This is a great opportunity for someone with an external focus who is keen to stay ahead of industry trends and evolving best practices.
Key Responsibilities for the role include:
* Lead and develop a high-performing team of Quality Assurance Associates, fostering a culture of excellence and curiosity.
* Own and evolve the QA methodology, ensuring robust first-line assurance across all operational channels and departments.
* Champion interaction analytics, leveraging and developing AI tools to enhance audit precision and uncover actionable insights.
* Audit all customer interactions and processes across voice, chat, email, and other channels to ensure consistency, compliance, and quality.
* Oversee outcome testing to ensure alignment with Consumer Duty and other regulatory expectations.
* Collaborate with senior stakeholders to embed QA insights into strategic decision-making and operational enhancements.
* Facilitate calibration sessions, coaching, and development plans to maintain high standards and consistency.
* Maintain and evolve QA scorecards, feedback loops, and reporting tools to support transparency and accountability.
* Act as a key point of contact for compliance, risk, and operational leadership.
* Monitor industry trends, emerging technologies, and evolving best practices to keep the QA approach ahead of the curve.
What our client is looking for:
* Proven experience in Quality Assurance within financial services or a similarly regulated operations environment.
* Understanding of Consumer Duty and relevant regulatory frameworks.
* A passion for technology-driven QA, especially interaction analytics and AI tools.
* A genuine passion for customer service and a commitment to doing the right thing.
* Demonstrated ability to operate with the highest level of integrity, professionalism, and discretion.
* Exceptional stakeholder management and communication skills.
* Experience managing and developing high-performing teams.
* An analytical mindset with a keen eye for detail and a drive for continuous improvement.
* The ability to translate QA insights into meaningful business actions.
The Perks
* Thrive in a supportive, family-like culture where relationships matter and people genuinely care about each other.
* Be part of a business that puts customers and outcomes at the centre of everything.
* Shape the future of QA with cutting-edge tools and methodologies.
* Enjoy opportunities for personal development, leadership growth, and cross-functional exposureBefore You Apply
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