Integrity and Assurance Manager; Quality Assurance Job Bradford area,England UK,Quality Assurance

Position: Integrity and Assurance Manager (Quality Assurance)

We're hiring a Quality Assurance Analyst to join us in Bradford. This will be a maternity cover for 6-12 months with potential to become permanent due to company growth. We are seeking an experienced Integrity and Assurance Manager to provide fixed-term maternity cover within People Services.

The postholder will use quality insight, risk information and assurance findings to support consistent service delivery, effective governance and evidence-based improvement. The postholder will assess the quality of work completed across People Services, including calls, emails, case records and other relevant interactions. This will include checking whether work has been completed in line with agreed processes, quality standards, data protection requirements, compliance obligations and expected service outcomes.

Findings, themes and agreed actions will be recorded in CalQRisk to support reporting, trend analysis, coaching, training and targeted improvement activity. The postholder will provide oversight of the QA framework, support consistent application of scorecards and assessment standards, undertake independent assurance activity, and work collaboratively with operational and specialist teams to improve service quality. The role will also support the safe and controlled use of AI-assisted QA, helping to increase coverage while ensuring appropriate human review, professional judgement and governance remain in place.

What

will you be doing?

1. Quality assurance governance and CalQRisk

Maintain and continuously improve QA frameworks, scorecards, assessment criteria and supporting guidance across relevant People Services areas. Oversee approved QA scorecards in CalQRisk, ensuring assessments, evidence, outcomes and actions are recorded consistently and remain auditable. Agree risk-based sampling approaches and coordinate QA activity completed by Team Leaders and other authorised reviewers. Complete independent dip checks and check-the-checker reviews to assess the accuracy and consistency of operational QA activity.

Facilitate calibration sessions, resolve scoring interpretation issues and support consistent assessment standards across reviewers. Monitor failed assessments, repeat findings, overdue actions and material quality concerns, escalating where appropriate.

2. AI-assisted quality assurance

Support the design, testing and controlled implementation of AI-assisted QA for calls, emails, chats or other eligible interactions. Identify suitable automation use cases to increase QA coverage while protecting the integrity, fairness and reliability of the assurance process. Validate AI-generated assessments through human sampling, comparison and calibration before outputs are relied upon for reporting or action. Identify and manage risks including inaccurate outputs, loss of context, bias, over-reliance on automation, data protection concerns and inappropriate use of AI.

Document AI controls, decision points, limitations, validation activity and escalation routes. Work with operational, technology, privacy, risk and compliance stakeholders to ensure AI use follows approved governance and business requirements.

3. Future FCA-regulated quality assurance scope

If brought into scope, support QA reviews within FCA-regulated environments against approved regulatory, conduct, policy, process and customer outcome requirements. Identify potential conduct, compliance, vulnerable customer, complaints-handling, communication, record-keeping or customer outcome concerns where included in an approved future QA framework. Support applicable compliance monitoring and operational control requirements, recognising that accountability remains with Compliance, Risk and operational management. Escalate potential…