Quality Assurance Manager

Job Overview

FRS Recruitment are recruiting for a Quality Assurance Operations Manager for our client in Shannon Co Clare.

Our client is a diversified, global financial services business.They provide a range of end-to-end asset management, loan servicing and advisory services to organisations, including Irish and international financial institutions, wholesale funding institutions and loan originators, as well as Irish and international investors.

About this Role:
As the Operations Manager - QA you will be responsible for the management of QA, providing a high level of guidance to the business. The Operations Manager - QA will prepare reports and documentation by identifying, collecting, analysing and summarising information and trends including failed processes and work with stakeholders to understand customer needs and requirements to develop effective quality control processes.

Key Responsibilities:

  • Build and lead the quality assurance plan and framework for Operations, identify processes and test scripts and ensure the correct items are subject to testing with relevant frequencies
  • Prepare quality documentation and reports by identifying collecting, analyzing and summarizing information and trends including failed processes
  • Create monthly dashboard detailing results, add commentary on trends and submit detailed reports to appropriate executives
  • Work with the Complaints Team and Head of Primary and Specialist Servicing to identify trends, root causes and design solutions. Publish these results and action plans monthly and quarterly with an annual assessment of QA and Controls
  • Own monthly department review of data and create action plans to address issues with Operations and hold calibration sessions
  • Controls:
  • Gather site controls to one area and ensure they are fit for purpose, identify any gaps and close them
  • Ensure processes adhere to Standard Operating Procedures (SOPs) and compliance policies
  • Understand customer needs and requirements to develop effective quality control processes
  • Be on the lookout for opportunities for improvement and develop new efficient procedures
  • Assigns responsibilities to the team as appropriate, cross skill the team to service all PIR products
  • Participate in internal audits to assess compliance to CBI following internal & Client requirements
  • Manage and develop the performance and capability of the QA Specialists

Key Performance Indicators:

  • Adherence to Service Level Agreements
  • Relevance, accuracy and timeliness of reports
  • Client Feedback
  • Team results against individual and group targets

Skills and Experience:

  • APA or QFA in Housing Loans (essential)
  • Degree in Business or Finance (desirable)
  • Financial Services Regulation Knowledge
  • Experience in Mortgage Banking Operations in a leadership role
  • Experience in a strong customer focus orientated environment
  • Experience in the analysis of data, identifying trends and root causes
  • Be a genuine team player with a focus on continuous improvement


  • IT Knowledge
  • Operations Practice Knowledge
  • Drive Results
  • Leadership, Direction and Goals
  • Communication and Interpersonal Skills
  • Developing Others
  • Influencing/ Persuasion and Negotiation Skills
  • Judgement and Decision Making
  • Leadership, Direction and Goals
  • Strategic Thinking, Problem Solving
  • Ability to influence decision making throughout various organisational levels
  • Collaborate decision marker
  • Proven managerial and supervisory experience
  • Extensive technical knowledge of operations practices
  • Demonstrated experience in leading organisational transformation and change management

To Apply:

Send CV through attached link

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