Quality Assurance Lead

Responsibilities

• Lead QA Insight & Reporting Strategy – define how QA insight is interpreted, governed and reported, ensuring clear visibility of customer outcomes, conduct risk, operational performance, emerging themes and assurance effectiveness
• Own QA Insight, Governance & Business Requirements – translate QA frameworks, scorecards and standards into reporting, data and tooling requirements, whilst setting interpretation standards, controls and governance to ensure consistent, trusted decision-making
• Drive Risk-Based Assurance & Targeting – develop and embed an insight-led assurance approach, using customer, regulatory, conduct and operational risk indicators to prioritise assurance activity and focus on the highest-risk areas
• Identify and Deliver Automation & Tooling Opportunities – define and prioritise QA automation and tooling requirements, partnering with Technology, Data and Change teams to improve assurance coverage, efficiency, targeting and adoption of future-state QA capabilities
• Champion AI & Advanced Analytics Opportunities – identify, shape and govern AI, speech and text analytics use cases, ensuring outputs are explainable, appropriately controlled and used effectively to improve assurance outcomes and thematic insight
• Provide Strategic QA Leadership & Challenge – act as the senior QA lead for insight, automation and tooling, delivering expert analysis, recommendations and constructive challenge to support the Head of Customer Assurance and the evolution of a modern, customer outcome-focused QA function

• Significant experience leading the application of analytics, insight, automation or assurance capabilities within Insurance, Financial Services or another regulated environment
• Proven experience developing risk-based insight, governance reporting, business requirements and reporting standards to support operational and executive decision-making
• Strong understanding of QA and assurance frameworks, outcome-based assurance, risk-based monitoring and customer outcome management within a regulated setting
• Experience identifying and shaping automation, AI and advanced analytics opportunities, with knowledge of governance, controls, explainability and appropriate business application
• Excellent ability to translate complex business and assurance needs into clear data, tooling, automation and governance requirements for specialist delivery teams
• Strong stakeholder management, communication and influencing skills, with the ability to lead change, provide constructive challenge and collaborate effectively across QA, Operations, Data, Technology, Compliance and Change functions

Demonstrates expertise in QA Insight, Governance, and Automation within regulated environments, focusing on risk-based assurance and advanced analytics to enhance operational performance and customer outcomes. Proven ability to translate complex business needs into actionable data and tooling requirements while leading cross-functional collaboration.