Contact Centre QA Manager (Banking)

Location: Birmingham, West Midlands, England, United Kingdom; office-based role

Company

hirify.global is a global investment banking, securities, and investment management firm; Marcus is its online consumer banking business.

What you will do

• Develop and implement the contact centre QA strategy in line with organisational goals and regulatory requirements.
• Manage and support the QA Team Leader and foster collaboration across multiple sites.
• Set, monitor, and enhance QA standards, scoring accuracy, calibration, and service delivery.
• Analyse KPIs, performance trends, and operational risks to improve efficiency and customer journeys.
• Present findings, reports, and action plans to senior stakeholders.
• Allocate resources, balance workloads, and collaborate with stakeholders across the business.

Requirements

• At least 2 years of experience in a Quality Assurance role.
• At least 1 year of experience leading and managing team performance, including experience managing managers.
• Experience managing a QA function and using QA tools.
• Strong analytical, stakeholder management, organisational, interpersonal, and communication skills.
• Understanding of management information reporting and KPIs.
• Proficiency in Microsoft Excel, Word, and PowerPoint.

Nice to have

• Experience in a retail banking environment.
• Bachelor's degree in Business or a related field.

Culture & Benefits

• Training and development opportunities and firmwide professional networks.
• Benefits, wellness, personal finance, and mindfulness programmes.
• Commitment to diversity, inclusion, and reasonable accommodations during the recruiting process.