Join Our Team as a Quality Assurance Manager

Location: Chesterfield, Derbyshire

Full Time

Are you an experienced quality and operations professional looking to take the lead in a stand-alone role where you can drive forward quality excellence across a member-focused organisation? In this role, you will shape and deliver Brightwell's Quality Assurance Framework, ensuring systems, processes and people are consistently reviewed, improved and aligned to regulatory and operational standards. You will work closely with senior leaders to embed best practice, strengthen controls and deliver positive outcomes for our members.

What you'll do:

• Lead the end-to-end collection, analysis and interpretation of organisational quality metrics, producing insight-driven reports that track performance against KPIs and Right First Time targets.
• Define, implement and continuously evolve the standards for quality assurance reviews across internal teams and third-party providers.
• Set the approach and expectations for quality assurance across the management community, providing leadership, direction and coaching.
• Oversee and independently direct quality reviews, ensuring they are completed to required timeframes and standards.
• Provide actionable quality and performance insights to senior stakeholders to inform decision-making.
• Lead and facilitate quality calibration sessions with operational teams and external partners.
• Direct operational leads in designing, prioritising and implementing improvement plans.
• Drive structured team problem-solving activities to enhance operational efficiency and address root causes.
• Ensure timely escalation and follow-through when errors or non-compliance are identified.
• Design, lead and oversee the delivery of quality assurance training programmes.
• Lead quarterly deep-dive analyses into performance challenges and opportunities.
• Build strong strategic relationships with Risk and Compliance teams across Chesterfield and London.
• Champion Brightwell values, acting as a visible role model across Member Services.

This role would suit someone who:

Essential

• Experience in an operations management role.
• Excellent understanding of quality management methods, tools and techniques.
• Experience in completing and fulfilling audit requirements, evidence and submissions.
• Acts with integrity, tact and diplomacy, with strong awareness of risk, controls and escalation.
• High level of personal drive and energy to set and achieve short- and longer-term targets.
• A keen eye for detail with the ability to identify real root cause.
• A strong focus on the member experience and understanding of the key drivers of member satisfaction.
• Excellent communication skills with the ability to interpret detailed technical information and present it clearly to non-technical colleagues or third-party providers.
• Strong interpersonal skills with the ability to coach and influence colleagues and clients at all levels.
• Willingness to embrace challenge and work within an evolving/changing environment.
• Good decision-making skills and the ability to collate, organise and present data in a logical format.

Proven client-facing experience, including running service reviews, managing escalations and building trusted relationships with senior stakeholders.

Desirable

• Experience within pensions and insurance environments.
• Experience with Power BI and interpretation of data analysis/visualisation.

Why Brightwell?

As a Brightwell colleague, you will enjoy a competitive salary, hybrid work practices, professional development, career development, and a great benefits package including:

• Annual performance bonuses of up to 5-10%.
• 25 days holiday (increasing to 30 with service) plus bank
• A pension with 15-17% employer contributions (depending on age).
• 8 x salary Life Insurance.
• Generous family friendly policies, including up to 26 weeks full pay (maternity, adoption and paternity leave)
• Free health assessments.
• Health cash plan.
• Professional study support.
• Employee Assistance Programme and free Wellhub wellness network platform access.
• Free on-site parking.

Building an inclusive work environment:

Brightwell is committed to developing and maintaining an inclusive culture, ensuring that behaviours, working practices, and policies promote fair treatment and access to development opportunities for every colleague. We value the benefits a diverse workforce can bring and want Brightwell to be a place where all colleagues can thrive, feel that they belong, are valued, and contribute to our success. xrlawcv This is underpinned by Brightwell's RISE corporate values: Responsible, Impactful, Supportive & Expert.