Quality Assurance Team Leader – Customer Experience

Our client is an international, innovative organization operating in the financial services sector, focused on delivering world-class trading experiences by combining technology, data, and finance to improve products and customer journey. The company values curiosity, collaboration, and continuous improvement in a dynamic and forward-thinking environment.

• Experience in QA, Compliance, Complaints, or a similar role within financial services or another regulated environment.
• Previous experience managing or mentoring others.
• Good understanding of financial services regulation, Consumer Duty, and conduct risk.
• Strong analytical, reporting, and investigation skills.
• Excellent written English and strong attention to detail.
• Confidence to challenge and defend QA standards.
• Interest in working with AI-assisted QA tools such as ScoreBuddy.

Nice to have:

• Experience building QA frameworks.
• Experience with ScoreBuddy or similar platforms.
• Experience with contact centre tools.
• Knowledge of a second language.

• Own and develop the QA framework, standards, scorecards, and evaluation process.
• Configure and develop ScoreBuddy, including AI-assisted scoring and risk flags.
• Lead QA reporting, analyse trends, and turn findings into actionable insights.
• Ensure QA effectively identifies conduct, regulatory, and customer experience risks, including Consumer Duty, complaints, and vulnerable clients.
• Act as the escalation point for evaluation challenges and ensure decisions are fair and evidence-based.
• Line manage and develop QA Associate(s).
• Conduct evaluations yourself — this is a hands-on leadership role.