Quality Assurance Insights and Improvement Lead

Quality Assurance Insights and Automation Lead - Bexhill, London or Leicester (hybrid)

As our Quality Assurance Insights and Automation Lead, you'll lead the QA business application of insight, automation opportunities and technology-enabled assurance, setting the direction for how QA uses data and reporting to strengthen customer outcome confidence, risk visibility and operational decision making. You'll own the QA requirements, interpretation standards and governance for insight outputs, ensuring reporting and analytical outputs are applied consistently to support customer outcome monitoring, risk prioritisation, assurance targeting and senior stakeholder confidence. This position ensures that the re shaped QA model has the business use cases needed to move from retrospective checking to targeted, outcome focused assurance.

Key Responsibilities

• Lead QA Insight & Reporting Strategy - define how QA insight is interpreted, governed and reported, ensuring clear visibility of customer outcomes, conduct risk, operational performance, emerging themes and assurance effectiveness.
• Own QA Insight, Governance & Business Requirements - translate QA frameworks, scorecards and standards into reporting, data and tooling requirements, whilst setting interpretation standards, controls and governance to ensure consistent, trusted decision making.
• Drive Risk Based Assurance & Targeting - develop and embed an insight led assurance approach, using customer, regulatory, conduct and operational risk indicators to prioritise assurance activity and focus on the highest risk areas.
• Identify and Deliver Automation & Tooling Opportunities - define and prioritise QA automation and tooling requirements, partnering with Technology, Data and Change teams to improve assurance coverage, efficiency, targeting and adoption of future state QA capabilities.
• Champion AI & Advanced Analytics Opportunities - identify, shape and govern AI, speech and text analytics use cases, ensuring outputs are explainable, appropriately controlled and used effectively to improve assurance outcomes and thematic insight.
• Provide Strategic QA Leadership & Challenge - act as the senior QA lead for insight, automation and tooling, delivering expert analysis, recommendations and constructive challenge to support the Head of Customer Assurance and the evolution of a modern, customer outcome focused QA function.

Key Qualifications

• Significant experience leading the application of analytics, insight, automation or assurance capabilities within Insurance, Financial Services or another regulated environment.
• Proven experience developing risk based insight, governance reporting, business requirements and reporting standards to support operational and executive decision making.
• Strong understanding of QA and assurance frameworks, outcome based assurance, risk based monitoring and customer outcome management within a regulated setting.
• Experience identifying and shaping automation, AI and advanced analytics opportunities, with knowledge of governance, controls, explainability and appropriate business application.
• Excellent ability to translate complex business and assurance needs into clear data, tooling and governance requirements for specialist delivery teams.
• Strong stakeholder management, communication and influencing skills, with the ability to lead change, provide constructive challenge and collaborate effectively across QA, Operations, Data, Technology, Compliance and Change functions.

Interview Process

• Recruiter intro/screening call
• 1st stage interview with hiring leader
• 2nd interview with hiring leaders' leader

Benefits

Competitive salary, £5k car allowance, flexible hybrid working, annual 4Cs performance bonus, private medical insurance, life assurance cover, income protection, matched pension contributions up to 10%, discounts, cashback, mortgage advice, mental health programme, 27 days annual leave + bank holidays with option to buy or sell a week, healthcare cash back plans, dental plans, health assessments, Cycle to Work scheme, tech scheme, onsite facilities and social events.

Equal Opportunities Statement

Hastings Group is an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of gender, age, race, disability, ethnic background, religion or belief, sexual orientation, gender reassignment or marital/family status.

Disability Confident Statement

As a Disability Confident employer, we're committed to ensuring our recruitment processes are fully inclusive - providing support and adjustments throughout the recruitment journey and welcoming applications through the Disability Confident Scheme (DCS).