Quality Assurance Manager (AI)

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.