Quality Assurance Lead, Insights and Automation

Job Description

Responsibilities

• 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
• 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
• Ensure that the re-shaped QA model has the business use cases needed to move from retrospective checking to targeted, outcome-focused assurance
• Define how QA insight is interpreted, governed and reported, ensuring clear visibility of customer outcomes, conduct risk, operational performance, emerging themes and assurance effectiveness
• 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
• 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
• 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
• 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
• 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

Requirements

• 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, automation 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