QA And Risk Manager - Westville at The Unlimited

We are on the hunt for a leader who can plan and oversee the Quality Assurance function to ensure the safe trading ability of The Unlimited. This role involves establishing and scaling a robust QA program, primarily focused on sales channels and customer service, while also implementing QA processes across all distribution channels and conducting internal audits throughout the business. 

What you will do:  

• Manage the relationship with outsourced service providers, if applicable. 
• Prioritize product feature development for third-party speech analytics solution. 
• Assess and prioritize initiatives, epics, and user stories in alignment with product strategy. 
• Collaborate with Brand, Compliance, and Distribution channels to define scorecards and grading rules. 
• Implement risk-based call monitoring for all channels. 
• Develop and execute the QA strategy for volume, quality, and reporting. 
• Establish quality standards and procedures in collaboration with stakeholders. 
• Lead and develop the QA team with defined development plans. 
• Identify and manage strategic risks, reporting deviations promptly. 
• Drive operational efficiencies and collaborate with Legal and Compliance teams. 
• Deliver independent risk and control assessments to manage risk according to The Unlimited’s risk appetite