Quality Assurance Manager

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Responsible for overseeing the Quality Assurance department, ensuring we have adequate oversight over each customer facing department, including Complaints, Legal and Lending, Recoveries and vulnerable customers. Ability to communicate at all levels, to chair weekly calibration sessions with key stakeholders for the departments under review. Producing weekly and monthly QA oversight packs, that provide trend analysis, outcome scoring and any emerging trends. Development, maintenance and regular enhancement of QA scorecards across the business when required, and gaining appropriate compliance approvals. Involvement with training and feedback sessions. Using initiative and self-motivation, you wi...