Quality Assurance Manager; FTC

Company Description

Shawbrook provides finance to a wide range of customer segments that value the premium experience, flexibility and certainly we deliver. We are a purpose‑led organisation, with a focus on delivering long‑term sustainable value for all our stakeholders.

We have a diversified offering, with our innovative lending propositions tailored to meet specific customer needs in carefully selected markets across SME, Real Estate and Personal. Our products range from complex structured credit facilities for growth‑focused businesses to mortgages for professional landlords and property investors, as well as simple loans for consumers delivered digitally. We fuel our lending through customer deposits, which we attract by delivering a premium experience, choice and consistently great value to smart savers.

The business model we have created is unique and difficult to replicate, with our 'best of both' approach combining deep human expertise with advanced digital, tech and data capabilities. This combination not only allows us to deliver excellent customer experiences, but to do so efficiently and  are proud of our innovative and agile culture, which drives consistently high employee engagement scores and makes Shawbrook an attractive destination for the best talent.

If you're willing to roll up your sleeves, contribute new ideas and believe anything is possible, you're our kind of person.

• Want to be part of a bank built for the dynamics of the modern world
• Relish a challenge and enjoy a fast‑paced, innovative and hardworking culture
• Enjoy finding new and better ways to solve complexity and make things happen
• Want to belong to a diverse culture that stands shoulder to shoulder with minority and underrepresented groups
• Care about society and the environment and want to be part of a business that cares too
• Want to continue to grow professionally and be the best version of yourself

The Risk Services Quality Assurance team is a centralised team responsible for QA activities across the bank, including both Commercial and Retail franchises' pre and post‑sales activities.

The Quality Assurance Manager will lead and develop a team of Quality Assurance Analysts, ensuring that the bank's products, services, and operations meet the relevant standards of quality and compliance. Additionally, the manager will ensure that the team performs in accordance with the T&C framework.

Our testing approach is data‑driven, utilising systematisation and AI integration. The Quality Assurance Manager will have an open and inquisitive mindset to challenge conventional QA practices by leveraging AI and analysing data to evaluate customer outcomes.

The Quality Assurance Manager will be responsible for facilitating feedback of findings, financial remediation, and account rectification to stakeholders, and agreeing on action plans for improvement. The Quality Assurance Manager will report on the output of testing, present and participate in monthly forums and committees, which include senior stakeholders.

The Quality Assurance Manager will deputise for the Lead QA Manager when required.

• Leadership and Team Management:
  Lead and develop a team of QA Analysts, setting clear performance expectations and providing regular feedback and coaching.
• Data and AI:
  Leverage AI tools and data analytics to enhance team efficiency and generate insights on customer outcomes. Proactively collaborate with stakeholders to design, refine, and optimise QA tools and methodologies.
• Planning:
  Creation and approval of an annual QA plan, monitoring progress to ensure target volumes are achieved through effective resource management.
• Stakeholder Management:
  Facilitate timely feedback of QA findings with internal and external stakeholders, and oversee the resolution of any challenges or disputes.
• Reporting:
  Produce insightful reports detailing poor outcomes, key findings, remediation, rectification, and root causes. Tailor recommendations and reporting to suit the intended audience.
• Engagement:
  Participate in monthly forums and committees across the group, presenting findings and trends from QA testing and…