Call Centre Quality Assurance Manager, Associate

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 providing digital savings products to individual consumers.

What you will do

• Develop and implement the overall quality assurance 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, including scoring accuracy, calibration, and service delivery.
• Identify process improvements, streamline customer journeys, and improve operational efficiency.
• Present findings, trends, and action plans to senior stakeholders through monthly forums and reports.
• Manage operational risk, compliance, performance metrics, KPIs, resource allocation, and stakeholder relationships.

Requirements

• At least 2 years of experience in a Quality Assurance role.
• At least 1 year of experience leading a team and managing its performance.
• Experience managing other managers and a QA function.
• Ability to lead teams, drive performance standards, motivate staff, support development, and manage workloads.
• Understanding of Management Information reporting and KPIs, with the ability to review and interpret data and make recommendations to improve business performance and operational efficiency.
• Excellent business analytical, interpersonal, organisational, communication, and stakeholder-management skills.
• Experience managing information in a fast-moving environment, identifying problems quickly, and implementing well-considered resolutions.
• Experience using QA tools and proficiency in Microsoft Excel, Word, and PowerPoint.
• Self-directed, detail-oriented, adaptable, positive, driven, able to work independently in a team-oriented and fast-paced environment, and committed to exceptional customer service.

Nice to have

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

Culture & Benefits

• Customer support principles include customer focus, process innovation, and risk management.
• Training and development opportunities, firmwide networks, wellness programs, personal finance offerings, and mindfulness programs.
• Commitment to diversity, inclusion, equal opportunity, and reasonable accommodations during recruitment.