Quality Assurance Manager

Job Introduction

***Remote/home working with occasional monthly visits to either our London or Folkestone, Kent office***

Our people are everything to us. The way they deliver exceptional experiences every day for our customers, for their colleagues. The way they own what they do. Their 'Why's it like that?' curiosity. How they always think of others and work together to get things done. For us, for you, make do will never do. Good enough? Not even close. Come and do the best work of your life alongside lovely colleagues. Come to Saga. 

And right now, we are looking for an experienced Quality Assurance Manager to set and ensure the delivery of an exceptional experience for our fantastic customers as well as manage regulatory and conduct risks. You will be part of the senior Operational team, responsible for defining the QA strategy and operational plan.

You will collaborate with key stakeholders and be the main custodian of the customer experience, taking the lead on conduct breach reporting and action planning. You will also lead and inspire a large team of QA colleagues, setting clear goals and objectives, but placing an emphasis on them building a strong relationship with our operational teams to deliver effective coaching and development to our customer facing colleagues.

We want you to ensure that our QA approach is streamlined, efficient and able to deliver with any improvements clearly identified and resolved. You will ensure a cycle of continuous improvement thorough both corrective and preventative action and you will be key in deciding how this is communicated.

And in return, you can look forward to all the responsibility and involvement of an integral role, providing you with a rewarding and fast-paced career with an excellent benefits package.

So, if this is of interest to you then we would be keen to hear from you!

Role Responsibility

• Responsible for defining the QA strategy, approach, and execution to ensure that customer experience matches business goals and regulatory expectations.
• Setting the annual priorities and assessing regularly to ensure you meet business and regulator goals, taking into account  any KPI/KRIs.
• Regularly agree, communicate, and update the QA operational plan with key stakeholders ensuring that use of resource is appropriately directed to ensure good coverage reflecting risk appetite, call mix and colleague pool.
• Be directly responsible for the operational performance of the Quality Assurance teams ensuring that the QA team adhere to the principles, guidelines and best practices of the QA strategy as defined.
• Building and maintaining effective Operational reporting, which flows into performance management, governance forums and BAU operational management.
• Be a key contributor to the L&D plan using insight from the QA process to drive the training agenda.
• Be the escalation point for all matters related to quality assurance and operate as a primary point of contact for the operational and 2LOD teams.
• Accountable for ensuring that the process is fit for practice for identifying and remedying colleague examples of poor outcomes.
• Be responsible for the Vulnerable customer journey by agreeing the plan and content for operational training and communication. To be accountable for ensuring that all operational elements of the VC policy are delivered with adequate reporting to demonstrate compliance.
• Focus on continuous QA improvements including usage of appropriate tools, resource, and skillset – real time analysis and feedback to minimise poor customer and colleague outcomes.
• Provide technical leadership and expertise within the field of Quality Assurance. Maintain knowledge of emerging best practices by attending and playing an active role in industry seminars, conferences, workshops, and keeping up with professional publications.

The Ideal Candidate

• Previous management and Leadership experience
• Motivated, target driven, and results oriented.
• Excellent understanding of the regulatory requirements regarding the sale, and servicing, of general Insurance products
• An ability to negotiate and influence at a senior level.
• Is innovative and creative and promotes an environment for change and continuous improvement.
• Analytical/data experience
• Quality Assurance professional with industry experience in Financial Services
• People management of a large team
• Excellent problem-solving and issue resolution
• Excellent written and verbal communication
• Excellent interpersonal skills and customer care focussed

Our Saga Values:

• Precision Pace - Always owning and making things happen. 
• Empathy – Always aware of others. 
• Curiosity – Always asking why.
• Collaboration – Always one team, the Saga team!

Package Description

The standard benefits when you join Saga include: 

• Remote working available where possible

• 25 days annual leave plus bank holidays with the choice to buy a further 5 days annual leave per year 

• Car Allowance

• Free private medical insurance after 1 years' service 

• Workplace Pension 

• AXA Be Supported 

• A range of reductions and offers from leading retailers, travel groups and entertainment companies

About the Company

Having spent our first 30 years focused on travel, Saga launched Saga Magazine and developed home and motor insurance and financial services in the 1980s. Private medical and pet insurance followed in the 1990s, along with the launch of our own cruise ship operation. The strength of the Saga brand provides the Group with the ability to develop in-house or partner with suppliers to offer our customers and members highly differentiated, competitively priced products which meet their evolving needs.

Saga exists to help our customers and members lead the life they want to lead. To succeed in this, we know that the most important thing to do is to listen to our customers and members. At the heart of our business model is our drive to know more about our customers’ wants and needs so we are best placed to serve them.

Applying this approach over the past 70 years has enabled us to become the UK's specialist provider of products and services to people aged over 50 in the UK. The Saga brand has become one of the most recognised and trusted brands amongst UK consumers in this demographic and is recognised for its high quality products and exceptional standards of service. These include cruises and holidays, insurance, personal finance and the Saga Magazine.

When you join Saga you will see that we are committed to treating all employees fairly and to offering equal opportunities in all aspects of employment and advancement.

We value diversity not just because it is the right thing to do, but because diverse teams perform better. Creating a culture in which everyone feels welcome and offering equal opportunities in all aspects of employment and advancement is incredibly important to us. Fair consideration is given to applications from all applicants, including those with disabilities and those over who are over 50 as we are champions of age inclusivity.

We are an official Disability Confident Committed employer and ensure that our recruitment process is inclusive and accessible and we will make reasonable adjustments as required.

We are a member of the 30% Club and partner with Women Ahead which offers us a fantastic opportunity to take part in a leading, global, cross-company, leadership mentoring scheme to champion female talent.

We are a signatory of the Armed Services Covenant and have received a Silver Award from the Employer Recognition Scheme. 

To all recruitment agencies: Saga does not accept agency CVs unless specifically engaged on the role by the Talent Acquisition Team. Please do not forward CVs to our recruiters, employees or any other company location. Any engagement with employees or provision of CVs to employees within Saga where you have not engaged with the Talent Acquisition Team will be considered speculative and Saga will not be responsible for any fees related to CVs received in this unsolicited manner.

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Saga Group