Quality Assurance Team Leader

Are you ready to make your mark on how we deliver brilliant customer experiences?

We’re on the lookout for a dynamic Quality Assurance Team Leader to take charge of our first-line QA function and bring fresh energy, innovation, and a sharp eye for excellence across our Operations teams — from Originations and Complaints to Underwriting, Fraud, Servicing and Collections.

This is no ordinary QA role. It’s your chance to lead a passionate team, harness the power of AI-driven insights, and make a real difference to the way we serve our customers every single day.

• Leading and inspiring a talented QA team — creating a culture of curiosity, growth and excellence
• Auditing customer interactions across all channels (voice, WhatsApp, SMS, live chat, email & more)
• Using cutting-edge AI and interaction analytics to drive smarter decisions and continuous improvements
• Making sure we’re always aligned with Consumer Duty and FCA expectations
• Turning insights into action by collaborating with senior leaders across the business
• Running coaching sessions, calibrations and building development plans that help your team shine
• Keeping our QA tools, scorecards and reporting sharp, clear and future-ready
• Keeping an eye on industry trends so we’re always ahead of the curve

• QA experience in financial services or another regulated environment
• Solid understanding of Consumer Duty, DISP and FCA frameworks
• A natural leader who loves growing high-performing teams
• Tech-savvy, with a passion for analytics and new tools that raise the bar
• Excellent communicator who can influence and engage at every level
• Detail-driven, analytical, and always hungry for improvement
• Someone who cares deeply about doing the right thing for customers

Because this is more than a job — it’s a chance to shape the future of Quality Assurance.

You’ll be leading a team that thrives on innovation, backed by leaders who are excited to hear your ideas. From day one, you’ll be at the heart of making sure our customers get the best experience possible.

If you’re ready to lead with energy, champion innovation, and raise the bar for quality, we’d love to hear from you.

TwentyFour Recruitment is an equal-opportunity employer. If your skill set and experience match the above ad then please apply today and if your CV is shortlisted a consultant will contact you to discuss the next stage of the recruitment process.