Quality Assurance Manager

TL;DR

Quality Assurance Manager (Customer Operations): Leading and modernising quality assurance across customer operations with an accent on quality frameworks, operational risk, customer outcomes, and data-driven improvement. Focus on transforming QA processes, identifying automation opportunities, and guiding teams through organisational change.

Location: Hybrid in Cardiff, with 50% of working time in the Cardiff office and 50% from home. The role is based in the UK and involves 35 hours per week.

Company

Legal & General is a UK financial services group providing retirement, protection, pension, investment, and insurance solutions.

What you will do

• Lead, support, and develop the Quality Assurance team through organisational change.
• Shape and embed a consistent QA framework across Customer Operations.
• Oversee QA activity to support consistent customer outcomes.
• Use complaints, risk themes, QA insight, and operational data to identify root causes and improvements.
• Work with stakeholders across operations, risk, compliance, change, and technology.
• Identify opportunities to automate, simplify, and improve QA processes while supporting business change projects.

Requirements

• Proven experience leading a QA function or operational team in a quality-focused environment.
• Experience improving or transforming QA processes through technology, automation, or process change.
• Strong understanding of QA methodologies, quality frameworks, operational risk, and customer outcomes.
• Ability to influence stakeholders and turn insight into practical action.
• Experience leading teams through change with clarity, empathy, and accountability.
• Ability to use data, complaints insight, and risk themes to identify root causes and improvement opportunities.

Nice to have

• Experience in financial services or another regulated environment.
• Recognised qualification in QA, Lean/Six Sigma, Agile, data analytics, or transformation.

Culture & Benefits

• Annual performance-related bonus plan and share schemes.
• Generous pension contribution and life assurance.
• Healthcare plan for permanent employees.
• At least 25 days of holiday plus public holidays, increasing to 26 days after two years, with holiday purchase and sale options.
• Family leave, electric car scheme, and discounts on company and partner products.
• Inclusive culture with flexible working options, including part-time arrangements and job shares where operationally possible.