Quality Assurance Manager (Perm)

Quality Assurance Manager - Perm

Based in Burgh heath, Epsom

37.5 hours per week

G3 – Delivers medium-term objectives and determines short-term priorities in a professional or senior operational/technical capacity.  May manage a small to medium size operational or technical team

The role in a nutshell: develops the team of QA Specialists against a regulated backdrop to become the best versions of themselves and enhance the quality of the customer experience.

A bit about the ‘Quality Assurance’ team: Measuring the quality and standard of work undertaken by customer facing functions to ensure consistent positive performance, adherence to company policies and procedures, the delivery of good customer experience and outcomes and day to day adherence to regulatory requirements.

What you'll be doing?

Management

• Manage a team of Quality Assurance Specialists across operational areas.
• Build, manage, recruit, train, coach and motivate the Quality Assurance Specialists using appropriate skill and diligence, ensuring completion of Learning and Development plans, PReviews, objective setting for team.
• Drive & support the team through their competencies linked to their individual development in conjunction with appropriate training department support.
• Drive change and continuous improvement using the Toyota Ways of Working (TWOW) framework.

Reporting & Key Indicators

• Performance reporting to business areas to enable effective information flow, challenge and Root Cause Analysis.
• Responsibility for the production of QA MI showing accurate reporting to Regulatory Assurance, Senior Management and relevant forums and committees.
• Prompting and supporting business areas in Root Cause Analysis.
• Building employee confidence by working with them to improve quality and championing their ability to deliver good customer outcomes, in addition, the identification of Learning and Development needs across QA channels.
• Support Senior Manager Business Assurance to ensure that QA activities and output meet the business requirements as part of the broader framework of Business Assurance activities.

Efficiency & Automation

• Regularly review policies & procedures ensuring these are cross-reviewed, approved in line with governance requirements, and kept up to date at all times.
• Lead TWOW activity within the team to meet agreed targets, supporting with TWOW projects where appropriate.

What you’ll be doing – further information

• Support with FCA regulatory activity where required.
• Perform ad hoc QA checks across all areas to ensure detailed knowledge, understanding and ability to challenge quality of team output, and to allow for cover in periods of team absence.
• Support with feedback conversations between QA Specialists, agents and operational management as required.

 How you could stretch this role?

• Championing the delivery of good customer outcomes across Quality Assurance processes
• Developing the team to reach their full potential
• Acknowledging areas of development and setting goals enhance skill set and qualities.
• Proactively taking on challenges and seizing new opportunities.
• Innovating new strategies, ideas and ways of working to improve quality and efficiencies.
• Become a subject matter expert for all Quality Assurance activities.

 Experience you'll gain

• Understanding operational processes across the customer journey
• Playing a key role in reporting on assurance activity to senior management
• Building relationships across key operational and business assurance areas
• Leading, coaching and developing a team within a key business assurance function.

What you'll get to own:

• You’ll be responsible for designing and driving forward the team objectives.
• In addition to this, you will manage the delivery of the Quality Assurance framework and tooling mechanisms ensuring prompt, reactive and accurate flow of information to relevant Department Managers and forums and committees.

Key skills and experience:

• Knowledge in the Financial Services/Consumer Credit sector working in regulated environments
• Experience in the supervision of a Quality Assurance/Control function
• Leadership/Managing teams
• Data analysis and MI production
• Presentation/PowerPoint skills
• Good communication skills
• Coaching and training experience
• Risk based & Root Cause Analysis background
• Understanding of SLA’s and KPI’s
• Proficiency in Microsoft office applications

On the job training will be provided, we recognise we all learn differently, and we want to ensure that our training will suit your learning style. We are open to talking to you about how we can make learning your new role in the most positive way.

At Toyota Financial Services (TFS) it is more than just an externally bench-marked salary and bonus, we also offer:

·         Hybrid working pattern is 2 days in the office and 3 days from a location of your choice.

·         Access to attractive car schemes for you (& your family) for Toyota & Lexus cars

·         Excellent pension scheme (up to 6% employee contribution and 15% employer contribution).

·         Generous annual leave of 25 days which increases with service and holiday purchase option

·         Private Medical Healthcare (single, partner/spouse and dependent children) with Digital GP Service

·         Group Income Protection cover with Aviva including physical, mental, and financial wellbeing services

·         Employee Assistance Program, & Eye tests

·         Onsite gym, Sports and Social Club, & flu jabs to keep you healthy

·         Wellbeing hour each month and many more initiatives throughout the year to encourage a healthy mind and body, and to raise awareness and celebrate diversity, equity and inclusion.

·         Dress for your day policy to make you feel comfortable at work

·         Eco HQ, free parking & restaurant

·         Two volunteering days per year

·         Reward gateway voucher discounts

·         Flexible working scheme and we welcome flexible working conversations at interview

·         Regular 121s with your manager, a personal development review (PReview) each quarter

·         A wide range of learning & development opportunities including Linked In Learning courses

·         £250 contribution towards you learning something new outside of work

·         Annual events (e.g., summer party, BBQ & Xmas party) including Countdown to Christmas events every December – it is so much fun!

Our Recruitment process

At Toyota Financial Services (TFS) we value everyone and are pleased to be recognised as a Disability Confident Employer, which is a national standard that ensures our processes are accessible to all.

We may use workable one-way video interviewing as part of our recruitment process. We’ll provide you with some more information around this as you progress through the stages.

For this role we will follow a 1st and 2nd round interview process with a member of HR and the hiring Manager/s.  The interview will be via Teams and/or Face to Face, so that we ensure you have the best experience. The 2nd stage may involve a role play and/or presentation.

Everyone is unique, and that means what works for some may not work for everyone. When it comes to recruitment, please do let us know if we can adjust our process to be meet your accessibility needs.

Some examples of how we might be able to help are listed below:

• Providing a copy of interview questions before the interview
• Organising a time and location that best suits you
• Allowing additional time for the assessment and interview

We are happy to review any adjustment on a case-by-case basis, so please let us know how we can support you to be your best self.