Quality Assurance Manager

Quality framework and standards

• Develop, implement and maintain the quality assurance framework, including scorecards, sampling plans and evaluation criteria for each customer-facing and operational team.
• Define quality standards for calls, customer communications, loan applications, credit decisions and collection activities, in line with company policy and applicable regulations.
• Review and update quality standards when products, processes or regulations change.

Monitoring and evaluation

• Plan and oversee regular quality reviews of calls, chats, emails, field visits and loan files across sales, telesales, customer experience, underwriting and debt collection.
• Check that customers receive accurate information on loan terms, repayments and charges, and are treated fairly and respectfully throughout the customer journey.
• Monitor debt collection activities to make sure they follow the company's collection policy and code of conduct.
• Identify process errors, documentation gaps and policy breaches, and escalate serious issues promptly to the relevant managers.

Calibration, coaching and improvement

• Run regular calibration sessions with team leaders so that quality is scored consistently across teams.
• Share quality findings with team leaders and managers, and agree corrective and coaching actions for individuals and teams.
• Work with Training and People Development to design refresher training based on recurring quality gaps.
• Lead root-cause analysis of repeated errors and customer complaints, and recommend process improvements.

Reporting

• Prepare weekly and monthly quality reports for management, showing quality scores, trends, top issues and the status of corrective actions.
• Track quality KPIs by team and individual, and support performance reviews with accurate quality data.

Risk, compliance and customer protection

• Work with Legal & Compliance, Risk and Internal Audit to identify conduct and operational risks found through quality reviews.
• Support internal and external audits by providing quality records and evidence.
• Make sure quality assurance activities, including call recordings and customer records, are handled in line with data protection and confidentiality requirements.

Team leadership

• Recruit, lead, coach and develop the Quality Assurance team, setting clear objectives and reviewing performance.
• Allocate review workloads so that all key teams and branches are covered.
• Build a culture of quality, accountability and continuous improvement across the business.