Quality Assurance Manager

Job Title: Quality Assurance Manager

Location: Solihull; a flexible hybrid working model which supports you as well as enabling you to work collaboratively with your colleagues

Hours: Full time, Permanent

A bit about us:

At BNP Paribas Personal Finance, we are proud to be part of a global banking group. Our mission is simple: to provide straightforward consumer finance solutions that empower customers to make responsible financial decisions. We partner with some of the UK's most well-known retailers and brands to help their customers finance purchases in a responsible way.

The Role:

The Quality Assurance Manager will report to the Head of Organisational Conduct and will collaborate with the Operations Leadership Team to develop and manage the QA function at BNP Paribas PF. This role involves overseeing quality and compliance monitoring for all customer contacts, ensuring alignment with regulatory requirements, industry standards, and a strong focus on risk, regulation, Conduct Risk Framework, FCA regulation, and Consumer Duty principles.

Key Responsibilities:

• Manage Quality Assurance: Oversee the QA processes and ensure all performance is measured against the established Quality Monitoring framework.
• Lead and Develop QA Officers: Mentor and coach QA Officers/Colleagues to achieve targets through observation and guidance as part of the Training and Competency Scheme.
• Maintain Training and Competency Framework: Keep the framework up to date, ensuring compliance with all requirements and providing necessary support to team members to achieve competent status.
• Customer Journey Review Program: Lead a themed customer journey review program to enhance customer contact quality. Communicate findings and coordinate training interventions.
• Action Tracking and Updates: Implement and maintain processes for capturing and actioning feedback, ensuring timely follow-up and updates as needed.
• Workflow Management: Organise the team to ensure efficient workflow and adherence to service level agreements.
• Identify and Address High-Risk Areas: Proactively identify high-risk areas and collaborate on action plans to address them.
• Reporting and Feedback: Deliver high-quality trend reports and feedback to Operations Managers to support ongoing quality improvement efforts.
• Support Business Projects: Contribute to Operations and Business projects, offering support as required.

Skills & Attributes:

• Strong customer service or compliance background
• 5 years experience working in a Quality Assurance role
• Experience in Financial Services (Desirable)
• Ability to set objectives and lead teams to achieve them
• Excellent communication and interpersonal skills
• Strong analytical abilities and attention to detail
• Highly PC Literate with Genesis Software experience (Desirable)

What's in it for you?

Joining BNP Paribas Personal Finance means becoming part of a Top Employer UK dedicated to making a difference to the lives of our customers. Along with a fulfilling career, you'll be able to enjoy a benefits package which you can tailor to your lifestyle and needs, with key highlights including;

• Competitive salary and a contributory pension scheme
• Access to our Health Cash Plan Scheme
• A multi-award-winning flexible benefits platform offering life insurance, private medical insurance, or lifestyle benefits that include discounts on dining, cinema, and days out
• The opportunity to buy and sell holidays, giving you even more control over your work-life balance

Could this be you?

Making a positive impact is at the heart of everything we do - whether for our colleagues, customers, partners, or the community. We live by our values: We're positive, we're brave, and we own it. We believe a positive attitude and a passion for making things happen matter most. Don't let confidence hold you back - there's no such thing as a 'perfect' candidate. If you meet 75% of the requirements for this role, we want to hear from you! Whether you're considering a career change or exploring a sector jump, we welcome applicants with transferable skills.

Apply now to express your interest and discover how you can make a meaningful contribution to our dynamic team.

To learn more about careers at BNP Paribas Personal Finance UK, visit our website: (url removed)>

Equal Opportunities Disclaimer

BNP Paribas Personal Finance promotes equality of opportunity and is committed to ensure that no individual is discriminated against on the grounds of age, disability, gender reassignment, marriage or civil partnership status, pregnancy and maternity, race, religion or belief, sex or sexual orientation.