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The QA Manager is responsible for establishing, leading, and continuously improving the Quality Assurance framework across the organization. Operating within a regulated financial services environment, the role ensures that processes, controls, and customer outcomes consistently meet internal standards, regulatory expectations, and internationally recognised quality frameworks, including ISO standards. The QA Manager plays a key role in embedding a culture of quality, driving continuous improvement, and supporting the organization in managing risk, compliance, and operational excellence.
Job Responsibility:
Establishing, leading, and continuously improving the Quality Assurance framework across the organization
Ensuring that processes, controls, and customer outcomes consistently meet internal standards, regulatory expectations, and internationally recognised quality frameworks, including ISO standards
Embedding a culture of quality, driving continuous improvement, and supporting the organization in managing risk, compliance, and operational excellence
Requirements:
Design, implement, and maintain the organization’s Quality Management System (QMS) in line with ISO standards (e.g. ISO 9001 and other relevant ISO frameworks)
Ensure quality frameworks are aligned with regulatory requirements and business objectives
Lead preparation for, and participation in, internal and external quality and ISO audits, including certification and surveillance audits
Maintain up-to-date documentation of quality policies, procedures, and standards
Develop and oversee QA methodologies for monitoring processes, controls, and customer outcomes across financial services operations
Conduct regular quality reviews, thematic reviews, and root cause analysis to identify trends and systemic issues
Define quality metrics, KPIs, and reporting dashboards to measure effectiveness and performance
Ensure consistent application of quality standards across teams and functions
Work closely with Risk, Compliance, and Internal Audit teams to ensure quality activities support regulatory compliance and risk mitigation
Support responses to regulatory reviews, audits, and inspections where quality evidence is required