Quality Assurance Lead

Quality Assurance Lead

The Quality Assurance Lead will be responsible for developing, implementing, and managing quality assurance processes and standards for all services managed by the Shared Service Team. The role will involve building and leading a team of QA professionals, collaborating with various departments and our outsource partners to drive initiatives to enhance the quality and efficiency of our services. The QA Lead will report directly to the Head of Shared Service and play a crucial role in maintaining our commitment to operational excellence.

Key Responsibilities

• Develop and implement comprehensive quality assurance strategies and frameworks tailored to all services owned by Shared Service.
• Design and implement QA policies, standards and procedures, continuously reviewing to ensure they align with any regulatory changes and company or industry best practice.
• Work with the Shared Service management team to establish and monitor KPIs to measure the effectiveness and efficiency of quality assurance controls.
• Build, maintain and prepare detailed quality reports for senior management, highlighting performance against KPIs and advising on any areas of improvement and providing recommendations for improvements.
• Design and implement solutions that enhance quality, efficiency and stakeholder satisfaction.
• Develop the approach to and oversee internal audit checks to identify any deficiencies, and develop and oversee the implementation of any risk mitigation strategies.
• Build and lead a team of QA professionals, providing guidance and training, fostering a culture of quality throughout the Shared Service function.
• Develop and deliver training programmes for operations staff to promote a culture of quality and continuous improvement.
• Oversee any external audits and represent Shared Service.
• Establish strong stakeholder relationships and work in partnership with them to resolve any quality concerns/issues.
• Work closely with cross-functional teams including the wider operations team, IT, underwriting, claims and third party service providers etc to ensure quality standards are integrated in to all aspects of the Shared Service operation.
• Support the development and integration of quality assurance tools and technologies to streamline processes and enhance efficiency.
• Maintain records of QA activities, audit reports and corrective actions.

Personal Specification

This role requires excellent project management and communication skills, a collaborative approach to working with internal and external stakeholders and a strong focus on risk management in order to minimise any disruption to operational performance.

Skills And Abilities

• Knowledge of QA tools, methodologies and frameworks
• Understanding of industry best practice
• Problem solving - ability to analyse complex data sets, identify root cause of defects and develop effective solutions
• Data analysis - skilled in interpreting quality metrics and performance to drive improvements and make informed decisions
• Team leadership - proven track record of leading a team and mentoring individuals, fostering a high performance culture
• Stakeholder collaboration - ability to work effectively with cross-functional teams to drive a culture of quality and ensure alignment on quality objectives.
• Strong verbal and written communication skills
• Continuous improvement - implement and drive continuous improvement initiatives to enhance quality and efficiency
• Process optimization - drive a consistent approach to QA processes and develop strategies to streamline and optimize
• Maintain comprehensive and accurate documentation of QA processes, audit results and corrective actions

Knowledge And Experience

• Proven experience in a quality assurance management role (minimum 5 years with at least 3 years in a leadership role), preferably within the insurance or financial services industry.

Aptitude and Disposition

• Results driven, self-motivated, flexible and enthusiastic.
• Professional approach to successfully interact with managers/colleagues/external suppliers.
• Ability to think strategically and develop a plan that delivers the agreed objectives
• Ability to motivate a team to deliver agreed objectives
• Strong organizational and project management skills, with the ability to manage multiple priorities
• Strong verbal and written communication skills - ability to collaborate effectively with diverse stakeholders.

Competencies

• Change management
• Performance management
• Leadership and team management
• Developing and tracking actions/progress
• Verbal communication
• Written communication
• Process improvement
• Detail-oriented
• Risk management
• Critical thinking
• Problem solving
• Analytical
• Results driven
• Technical proficiency
• Customer focus
• Collaborative
• Relationship driven