Quality Assurance Process Manager; Associate

Position: Quality Assurance Process Manager (Associate)
Nottingham Trent House (95002), United Kingdom, Nottingham, Nottinghamshire

Quality Assurance Process Manager (Associate)

About this role

This is an opportunity to join a vibrant and fast paced team, providing quality assurance and actionable insights to the business. You will be responsible for ensuring the Quality Assurance Process and change is well managed, with appropriately skilled QA’s to deliver in line with business needs.

This is an individual contributor role, but, working collaboratively with the QA Leadership team, you will help mitigate risk, nurture talent, support skills development and drive high team performance, outputs and business objectives through coaching and mentorship

What you’ll do

Monitoring:
Monitoring, evaluating and reporting on performance and process execution across multiple communication channels and multiple Operational lines of Business, with a focus on complex, high risk work streams, requiring strong judgement skills providing assurance and actionable insight through accuracy and proactive identification of

Great customer outcomes, process adherence/execution

Non process adherence / execution

Training and knowledge gaps

Process gaps

Error trends and root causes

System failures

Validation (2nd and 3rd Line of defence monitoring):
Conduct reperformance of QA monitoring across multiple work streams, ensuring consistent and correct outcomes aligned to QA standards and methodology, providing effective feedback and reporting on findings to QA Leadership and supporting with coaching and upskilling QA team members

Process Management:
Build and maintain knowledge of how our processes operate on the frontline, inclusive of set up and maintenance of key documentation for BAU, QA methodology and framework and control governance, alongside driving consistent and correct application of methodology, mitigating identified risks, gaps and exposure as part of ensuring appropriate governance and control with the QA framework

Stakeholder management:
Be the point of contact for multiple Operational areas and internal stakeholders, working collaboratively to understand QA output and support continuous improvement inclusive of

Leading impactful calibration sessions to Operational and cross functional stakeholders, ensuring a balanced view is discussed to reach the right and calibrated outcome

Root cause and thematic analysis to provide actionable insights and recommendations to key stakeholders to improve outcomes and drawing connections across multiple lines of business

Deliver effective reporting catering for a wide stakeholder audience

As part of supporting the success of the Quality Assurance framework and team excellence, you will also contribute to the following:

Performance Management:
Monitor QA department output, ensuring deliverables, SLAs and key performance metrics are met, highlighting gaps, findings, recognising excellence and influencing continuous improvement through effective reporting and communication

Coaching and Mentoring:
Model Quality Assurance excellence, setting a consistent tone for expectations, deliverables, outputs and behaviours through mentoring and coaching QA team members, supporting progress, talent development, framework development and driving strengthened outputs for Stakeholders

Onboarding:
Design and lead the induction process for new QA hires, ensuring they hit the ground running, empowered, enabled and with a deep understanding of our quality framework, along with leading upskilling to meet department needs

Governance:

Assess the detailed impacts of change initiatives to ensure all changes are well managed and QA is set up for success.

Use problem solving techniques to resolve process breakdowns, including in the management of issues and events impacting the risks of the QA process

Support well managed activities such as control testing

Be responsible for ensuring appropriate governance is in place to report on business results through Line Of Business meetings

Provide administrative support for the management of the QA monitoring platform

Reporting and projects:
Deliver appropriate reporting for your role along with supporting with adhoc reporting and QA…