Quality Assurance Lead, UK/Europe

Lead and manage the Quality Assurance team within UK/Europe Member Operations to ensure alignment with business objectives and deliver exceptional member support.

Develop and execute QA strategies that improve operational excellence, uplift member experience, and integrate quality data across functions for informed decision-making.

Collaborate cross-functionally with operations, product, risk, training, and support teams to drive continuous improvement, risk mitigation, and innovation in quality methodologies.

Proven leadership experience managing high-performing teams in customer-facing operations or regulated industries, ideally fintech or financial services.

Expertise in Quality Assurance methodologies focused on customer experience and continuous improvement.

Strong analytical skills including experience with data tools such as Excel and SQL, and familiarity with KPIs in scaling technology environments.

Work Experience Required: Not explicitly mentioned in the JD.

Strategic thinker able to define and implement QA vision and motivate teams to execute it in a fast-paced, evolving environment.

Experienced influencer skilled in stakeholder management across levels and departments within a tech-driven business.

Domain knowledge or passion for SMEs and small business market challenges, with a focus on improving customer/member experience.