TL;DR

Quality Assurance Manager (AI): Leading and developing a QA team to ensure bank products, services, and operations meet quality and compliance standards, with an accent on data-driven approaches and AI integration. Focus on leveraging AI tools for efficiency, generating customer outcome insights, and facilitating feedback for continuous improvement across commercial and retail franchises.

Location: Onsite in Glasgow, Scotland, UK

Company

%hirify_global% is a purpose-led organisation providing innovative finance solutions to SME, Real Estate, and Personal segments, combining deep human expertise with advanced digital, tech, and data capabilities.

What you will do

Lead and develop a team of QA Analysts, setting performance expectations and providing coaching.
Leverage AI tools and data analytics to enhance team efficiency and generate customer outcome insights.
Create and approve annual QA plans, monitoring progress and resource management.
Facilitate timely feedback of QA findings with stakeholders and oversee dispute resolution.
Produce insightful reports detailing poor outcomes, key findings, remediation, and root causes.
Participate in monthly forums and committees, presenting findings and trends from QA testing.
Maintain a proactive approach to evolving technologies, AI capabilities, and regulatory changes.

Requirements

Minimum 3 years of Quality Assurance/Customer Outcome experience.
Minimum 3 years of Collections & Recoveries experience.
Demonstrated experience in people management.
Exceptional analytical and problem-solving abilities.
Experience/knowledge of TCF, CCA, MCOB, & CONC.
Strong understanding of Residential and BTL Mortgages, Unsecured Loans and/or Motor Finance.
Strong understanding of AI technologies and data tools.

Culture & Benefits

Market-leading family-friendly policies (Maternity, Adoption, Paternity from Day 1).
Free access to Headspace and Peppy digital health apps.
EAP (Employee Assistance Programme) for support on various subjects.
Minimum 27 days holiday per year, with option to buy/sell.
Contributory pension scheme & death in service.
Annual discretionary bonus scheme.