Quality Assurance Manager (Financial Sector)

### **Job summary** Experience Level: Senior level Experience Length: 5 years ### **Job descriptions & requirements** **Role Overview** We are seeking a **detail-oriented and performance-driven Quality Assurance Manager** to oversee and enhance service quality, compliance, and operational standards across our financial products and customer touchpoints. The ideal candidate will drive continuous improvement, ensure regulatory adherence, and embed a culture of excellence across teams. **Key Responsibilities** - Develop and implement **quality assurance frameworks, policies, and procedures** - **Monitor and evaluate customer interactions, sales processes, and operational activities** - **Ensure compliance with regulatory standards and internal policies** - **Analyze quality data to identify gaps, risks, and improvement opportunities** - **Lead quality audits, reporting, and performance reviews** - **Partner with operations and sales teams to improve service delivery and customer experience** - **Design and deliver training and coaching programs** based on QA findings - Track and report on **quality KPIs, SLAs, and performance metrics** **Requirements** - Bachelor’s degree in a relevant field - Minimum of **5 years’ experience in Quality Assurance**, preferably in financial services - Strong understanding of **compliance, risk, and operational processes** - **Experience in call center QA, sales QA, or financial product monitoring** - **Proficiency in data analysis and reporting tools (Excel, Power BI is a plus)** - **Excellent communication, analytical, and problem-solving skills** **What We’re Looking For** - A **highly analytical thinker** with strong attention to detail - A professional who can **balance compliance with business performance** - **Proven ability to drive continuous improvement and influence stakeholders** **Why Join Us?** - Opportunity to shape and lead **quality standards in a growing financial institution** - **Collaborative and performance-driven work environment** - **Competitive compensation and career growth opportunities** <