This is a hybrid role working 2 days in the office (City of London location) and 3 days working from home.
Role Purpose
The Quality Assurance Manager leads the first‑line QA function across Mortgages, BTL and Bridging, ensuring underwriting and in‑life servicing decisions meet policy, regulatory, and quality standards. The role manages a team of QA Officers, oversees file and call reviews in line with the QA framework, and maintains accurate procedure documentation.
You will drive continuous improvement by providing clear, constructive feedback to managers and frontline teams, monitoring the implementation of corrective actions, and working with the training team to address development needs.
Partnering with senior management, you will identify emerging risks, strengthen controls, and support a high‑quality, compliant, and customer‑focused lending operation.
Responsibilities
- Lead, coach and develop a team of QA Officers, ensuring high‑quality first‑line reviews and consistent application of QA standards.
- Oversee and analyse QA outputs — including file reviews and call monitoring — ensuring alignment with the QA framework and identifying trends, risks and improvement opportunities.
- Maintain ownership of procedure manuals, ensuring documentation is accurate, current and reflects best practice.
- Provide clear, constructive feedback to managers and frontline colleagues to drive continuous improvement in underwriting and servicing quality.
- Monitor and track the implementation of QA actions, ensuring timely resolution of issues and embedding long‑term enhancements.
- Work with the training team to identify skills gaps and support the delivery of targeted training or coaching.
- Collaborate with senior managers to identify emerging risks and strengthen operational controls, supporting a proactive risk‑management culture
Skills and Experience sought
- Quality Assurance & Control Testing
- Mortgages / BTL / Bridging Technical Knowledge
- Analytical Skills & MI Interpretation
- Leadership & People Management
- Communication & Stakeholder Engagement
- Process Governance & Documentation
We’re an equal opportunity employer, which means we’ll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and we’re committed to creating an inclusive environment for all employees. During the application process, you will be asked to complete an equality questionnaire on a voluntary basis and any data we collect will be treated confidentially and used for evaluation purposes. This will be for a period of 6 months or longer with your permission. This helps us understand our applicants so we can make sure we are doing everything we can to attract a diverse range of people and ensure our recruitment processes are fair and inclusive.
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