Head of Quality Assurance (Retail) Location: London / Hybrid / Remote Package: £Negotiable + Benefits As part of our ongoing journey of growth and building on our approach as A Forever Company we''re looking to appoint a Head of Quality Assurance to our Retail Division to support the ongoing best practice across QA. You''ll oversee QA processes across the Retail Division, ensuring we maintain high standards across quality, reliability and performance. You''ll lead the overall quality strategy liaising with teammates across the Retail Division as well as the wider Retail Operations and Group Compliance teams to ensure the strategy and Quality Management Systems across the Retail Division meet or exceed all required standards (including regulatory) and consistently produce high quality customer interactions and outcomes. Responsibilities: Strategy and Leadership Develop and maintain QA policies, processes, and procedures. Align the QA strategy with business goals to ensure good customer outcomes and business improvement trends. Collaborate with cross-functional teams Quality Management and Compliance Oversee the implementation of quality management file audit framework. Ensure compliance with regulatory requirements and industry standards. Conduct regular calibrations to ensure file audits are being completed on a consistent basis, across the Regions. Ensure expected volumes are met across the Retail Division. Process Improvement Identify areas for process improvements