Quality Assurance (Integrity and Assurance Manager)

The postholder will provide oversight of the QA framework, support consistent application of scorecards and assessment standards, undertake independent assurance activity, and work collaboratively with operational and specialist teams to improve service quality. The role will also support the safe and controlled use of AI-assisted QA, helping to increase coverage while ensuring appropriate human review, professional judgement and governance remain in place.

What will you be doing?

• 1. Quality assurance governance and CalQRisk Maintain and continuously improve QA frameworks, scorecards, assessment criteria and supporting guidance across relevant People Services areas. Oversee approved QA scorecards in CalQRisk, ensuring assessments, evidence, outcomes and actions are recorded consistently and remain auditable. Agree risk-based sampling approaches and coordinate QA activity completed by Team Leaders and other authorised reviewers. Complete independent dip checks and check-the-checker reviews to assess the accuracy and consistency of operational QA activity. Facilitate calibration sessions, resolve scoring interpretation issues and support consistent assessment standards across reviewers. Monitor failed assessments, repeat findings, overdue actions and material quality concerns, escalating where appropriate.
• 2. AI-assisted quality assurance Support the design, testing and controlled implementation of AI-assisted QA for calls, emails, chats or other eligible interactions. Identify suitable automation use cases to increase QA coverage while protecting the integrity, fairness and reliability of the assurance process. Validate AI-generated assessments through human sampling, comparison and calibration before outputs are relied upon for reporting or action. Identify and manage risks including inaccurate outputs, loss of context, bias, over-reliance on automation, data protection concerns and inappropriate use of AI. Document AI controls, decision points, limitations, validation activity and escalation routes. Work with operational, technology, privacy, risk and compliance stakeholders to ensure AI use follows approved governance and business requirements.
• 3. Future FCA-regulated quality assurance scope If brought into scope, support QA reviews within FCA-regulated environments against approved regulatory, conduct, policy, process and customer outcome requirements. Identify potential conduct, compliance, vulnerable customer, complaints-handling, communication, record-keeping or customer outcome concerns where included in an approved future QA framework. Support applicable compliance monitoring and operational control requirements, recognising that accountability remains with Compliance, Risk and operational management. Escalate potential regulatory breaches, customer harm or systemic control weaknesses through appropriate governance routes where identified through agreed QA activity. Use FCA-related QA insight, where applicable, to improve regulated customer journeys and evidence fair and consistent outcomes.
• 4. Risk, compliance and control assurance Identify, assess, record and monitor quality, operational, data protection, process and compliance risks arising from People Services activity. Support risk workshops, control reviews, incident analysis and maintenance of risk, issue and action records in the approved system. Provide evidence-based assurance that teams are following relevant processes, policies, controls and data-handling requirements. Support audit and assurance activity by maintaining clear evidence, decision records and governance documentation. Escalate significant or recurring control failures and track corrective actions through to closure.
• 5. Training, workshops and capability development Design and deliver workshops, training sessions, guidance and supporting materials in response to QA findings, risk themes, process changes and business needs. Deliver engaging and practical training to Advisors, Team Leaders, managers and other relevant teams. Provide clear, constructive and evidence-based feedback to support coaching and capability development. Identify knowledge and training gaps through QA findings, complaints, CSAT, calibration and trend analysis. Evaluate feedback and quality outcomes to improve future training content and delivery.
• 6. Continuous improvement Analyse QA, CSAT, complaints, risk and operational information to identify recurring issues, root causes and improvement opportunities. Make practical, evidence-based recommendations relating to processes, policies, knowledge content, templates, systems, training and controls. Facilitate improvement discussions and workshops with Operations and relevant stakeholders. Maintain visibility of recommendations, agreed owners and actions, and monitor progress and impact. Promote a culture in which QA drives prevention, learning and service improvement rather than being treated solely as a scoring activity.
• 7. Reporting and stakeholder engagement Produce clear management information and insight on QA results, compliance themes, customer and employee experience, operational risks, recurring issues and agreed improvement actions. Present findings, risks, themes and recommendations to Team Leaders, operational managers and senior stakeholders. Partner constructively with Operations, Compliance, Risk, Privacy, Technology and other stakeholders while retaining appropriate independence and challenge. Communicate emerging risks, quality trends and material issues promptly and proportionately.
• 8. Process design, readiness and documentation Create, review and maintain QA processes, governance documents, scorecard rationales, guidance, templates and control evidence. Support quality-by-design for new services, clients and significant operational changes by agreeing standards, controls, sampling, scorecards, reporting and calibration requirements before go-live. Support onboarding and readiness assurance for relevant customer or employee-facing roles, including review of training, process guidance and early quality monitoring. Ensure documentation remains clear, current, usable and aligned with approved business and compliance requirements.

Essential

We tend to look for people with

• Experience in HR Shared Services, People Services or another multi-channel service operation.
• Demonstrable experience in quality assurance, operational risk, compliance, audit, governance or a related assurance discipline.
• Experience developing or maintaining QA frameworks, scorecards, controls and assessment guidance.
• Ability to analyse interactions and operational data, identify root causes and turn findings into practical recommendations.
• Experience leading calibrations, workshops, training or structured stakeholder sessions.
• Strong written and verbal communication, with the confidence to provide constructive challenge and present findings to senior stakeholders.
• Strong organisation and prioritisation skills, with the ability to manage multiple service areas and follow actions through to completion.
• Good working knowledge of Microsoft Excel, PowerPoint and Microsoft 365 tools.
• Sound understanding of data protection, confidentiality and evidence-based decision-making.

Desirable

• Experience in an FCA-regulated environment, such as consumer lending, banking, insurance, credit broking or regulated customer services.
• Knowledge of FCA expectations, Consumer Duty, customer outcome monitoring, vulnerable customer considerations and conduct risk.
• Experience reviewing regulated calls, emails, chats or case records against compliance and customer outcome standards.
• Experience with CalQRisk or another quality, risk, compliance or assurance management platform.
• Experience testing, governing or validating AI-assisted QA or automated interaction analytics.
• Experience supporting ISO 9001, ISO 27001, internal audit or formal control assurance activity.
• Experience with Power BI, dashboarding or management information design.

What’s in it for you?

• Competitive salary
• 25 days annual leave with the option to purchase 5 more
• Access to wellbeing and mental health benefits such as the Calm app, personal medical, critical illness cover and dental insurance
• Matched pension contribution up to 10%
• 24 hours of paid Volunteer Time Off
• Discounted gym and wellness memberships
• Access to our car benefit scheme
• Access to our online learning platform to continue to develop and grow your career with us
• The chance to join an innovative, fast-paced and passionate team

Who We Are

Liberty Blume is a fast-growing, technology led global business services provider and part of the Liberty Global group.

Championing a fresh approach and a curious mindset, we are on a mission to redefine global business services with our technology enabled solutions we deliver efficiency, scale and value.

Whether it’s Business, Procurement or Financial Solutions, our team of passionate specialist have perfected an approach that deal with the demands of today and the markets of the future, so our customers stay one step and ahead and unlock the freedom to grow.

It is an exciting time to join us on our journey as we continue to grow our services; offering a wide range of opportunities to experienced talent who embrace a culture of change and collaboration.

Liberty Blume is part of Liberty Global, one of the world’s leading converged video, broadband and communication companies, with operations in five European countries under the consumer brands Virgin Media, Telenet and UPC.