Novuna
Quality Assurance Monitoring Manager
Get notified of more jobs like this · No spam, ever
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Are you an experienced Quality Assurance leader with a passion for customer outcomes and continuous improvement?
Do you have expertise in complaints, claims and Section 75, along with the ability to inspire high-performing teams and drive quality across a regulated environment?
If your answer is yes, then keep reading
Who We Are
At Novuna, we care about building a better tomorrow. With a focus on sustainability and a passion for delivering exceptional customer experiences, we provide consumers and businesses with the capital they need to realise their ambitions. Like any successful business, our corporate functions are essential to keeping the organisation running smoothly, with each team playing a key role in helping us achieve our goals and serve our customers.
What You'll Do
This is a 12-month secondment opportunity, with the potential for the role to become permanent in the future. Hybrid working model of 1-2 office days per week.
You'll join our Group Quality Assurance team as a Quality Assurance Monitoring Manager, reporting to the Group Head of Quality Assurance.
This is an exciting leadership role where you'll manage and develop a team of 8 direct reports, ensuring the successful delivery of the Quality Assurance strategy and monitoring framework across Novuna. You'll provide oversight of quality assurance activity, drive consistency in assessment standards, and use insight and analysis to identify trends, risks and opportunities for improvement.
Working closely with stakeholders across Operations, Risk & Compliance and the wider business, you'll play a key role in supporting fair customer outcomes, regulatory compliance and operational excellence.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
You'll Also
- Lead, motivate and develop a team of 8 Quality Assurance colleagues, creating a high-performing and engaged team culture.
- Oversee the delivery, quality and consistency of QA assessments, ensuring regulatory, business and customer outcome requirements are effectively monitored.
- Analyse QA results, trends and root causes to provide meaningful insight and recommendations that drive continuous improvement.
- Support the development and enhancement of the QA framework, including sampling methodologies, calibration activities, thematic reviews and governance processes.
What You'll Bring
- You're an experienced people leader who is passionate about quality, customer outcomes and developing others to achieve their full potential. You thrive in a collaborative environment and enjoy building strong relationships with stakeholders at all levels of the organisation.
- You're able to balance strategic thinking with operational delivery, using data, insight and sound judgement to identify risks, challenge constructively and influence positive change. With a strong understanding of customer journeys and regulatory expectations, you'll help ensure quality assurance remains a valuable and trusted business partner across Novuna.
You'll Be a Great Fit If You
- Have the skillset to lead and develop teams, with the ability to coach, motivate and inspire high performance.
- Have knowledge of complaints handling, customer claims and Section 75 requirements within a regulated financial services environment.
- Possess a strong understanding of the UK financial services regulatory framework and the importance of delivering fair customer outcomes.
- Are confident analysing data, identifying trends and presenting insight and recommendations to senior stakeholders.
- Can effectively communicate, collaborate and influence across multiple business areas and stakeholder groups.
- Have working knowledge within Quality Assurance, Risk, Compliance, Operational Oversight or Customer Outcome functions.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
What's in it for you?
Our benefits package is designed with flexibility in mind, allowing you to customise it to meet your unique needs. Whether you're focused on your health, financial security, or simply want to enhance your lifestyle, we offer a variety of options to support you.
Our Offer To You Includes
- An excellent bonus scheme
- Company car or cash alternative – with fantastic EV incentives
- Flexible hybrid working
- 25 days' holiday, plus bank holidays and the option to buy/sell 5 days
- Full wellbeing package including BUPA, digital GP service, 24/7 employee assistance, plus wellbeing events throughout the year
Being yourself
At Novuna, we're a Disability Confident employer, dedicated to creating an inclusive workplace where everyone can be themselves and thrive. If you need any adjustments to support you during the recruitment process, please reach out to us directly.
Please note: This vacancy may close earlier than the advertised closing date if we receive a high volume of applications. We encourage you to apply as soon as possible to avoid disappointment.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Location