Head of Quality Assurance & Outcome Testing

Reporting to our Chief Customer Officer, the Head of Quality Assurance & Outcome Testing will define the QA and Outcome testing strategy, approach and execution. Additionally, the Head of QA & OT will support the delivery of strategic objectives that will have a lasting impact on improving colleague and customer outcomes. The role will also include providing leadership and technical expertise to the Quality Assurance and Outcome Testing teams in order to ensure that they perform an independent oversight role, and work collaboratively with the operational areas to ensure the fair treatment of customers. Location: Our Quality Assurance and Outcome Testing teams are based across Cardiff, London, Manchester & Southampton. We're open to the successful candidate being located in any of these four sites, with travel between the sites required. Our hybrid working policy requires a minimum of 10 days per month to be spent in the office. This role is certified under the Senior Manager Certification Regime; a Fit and Proper assessment will be conducted for the successful candidate. Key Accountabilities & Responsibilities include: For areas of responsibility, ensure customer centricity and integrity with every decision that is made. Responsible for leading and directing the QA and Outcome Testing leadership team(s), ensuring that there is an ongoing focus on quality and colleague development. Engage and motivate colleagues through open communication and role modeling our core values. Direct the development of the QA strategy, methodology, discipline and framework. Define and deliver the QA and Outcome Testing annual assurance testing programme. Responsible for the implementation and maintenance of Quality Assurance and Outcome Testing Policies processes and supporting standard documents. Manage and maintain effective relationships with senior management to ensure that we take a collaborative, prompt, and decisive approach. Evaluate the challenges faced by the Bank and take action to mitigate risks and develop continuous improvement opportunities. Report on Quality Assurance and Outcome Testing activities on a regular basis to the Senior Management team, ensuring timely and accurate reporting on trends and the actions taken to address root cause. Ensure self and team maintains an up-to-date knowledge of regulation, legislation and industry best practice.

Hello, we're Starling. We built a new kind of bank because we knew technology had the power to help people save, spend and manage their money in a new and transformative way. We're a fully licensed UK bank with the culture and spirit of a fast-moving, disruptive tech company. We're a bank, but better: fairer, easier to use and designed to demystify money for everyone. We employ more than 3,500 people across our London, Southampton, Cardiff and Manchester offices.