This job posting has expired
Expired on April 6, 2026
Manager Quality Assurance
Job Description
Lead the Quality Assurance function to ensure consistent, compliant, and customer-centric service delivery across all touchpoints. Drive systematic auditing, mystery shopping, and performance monitoring to embed excellence in frontline behaviour, regulatory adherence, and digital service culture.
Responsibilities
- Oversee the end-to-end QA framework and audits of customer interactions
- Ensure QA processes align with regulatory requirements
- Develop QA policies, checklists, and evaluation criteria
- Design and manage a mystery shopping program across units and digital platforms
- Provide structured insights from mystery shopping to inform training
- Analyse QA results to identify recurring issues and compliance risks
- Develop dashboards and reports for leadership
- Lead and mentor QA specialists and Advisors
- Partner with CX, Complaints, and Training teams to embed QA learnings
- Leverage AI tools for automated QA scoring and sentiment analysis
Qualifications
- Bachelor’s degree in business, Quality Management, or related field (master’s preferred)
- 7–10 years of experience in Quality Assurance, CX, or Governance within banking, insurance, or financial services
- Proven track record in designing QA frameworks and conducting audits