Team Lead - (Quality Assurance)

An exciting opportunity has arisen for a Team lead/Quality Assurance Officer to join a highly regarded Mortgage Enforcement team based in Bristol on a contract basis.

This role offers the chance to make a meaningful impact by supporting a dedicated team through comprehensive sampling and testing projects, ensuring the highest standards of quality and compliance are met. You will play a pivotal part in shaping training programmes, providing valuable feedback, and nurturing the professional growth of colleagues. The position is ideal for someone who thrives in an inclusive, supportive environment where your attention to detail and commitment to continuous improvement will be truly valued. With a focus on collaboration, knowledge sharing, and personal development, this is your chance to contribute to a team that is passionate about delivering excellent customer outcomes while enjoying flexible working opportunities within a welcoming office setting.

* Join a forward-thinking team in Bristol focused on mortgage enforcement, offering you the chance to work on impactful sampling and testing projects that directly influence quality standards.
* Benefit from an environment that values collaboration, ongoing training opportunities, and the chance to support both new starters and experienced colleagues through coaching and feedback.
* Initial 3-6 month contract with the potential for further involvement, all while working in a supportive office atmosphere that encourages professional growth and knowledge sharing.

What you'll do:
* Conduct thorough audits and call reviews of operational team activities to assess adherence to quality standards, regulatory compliance, policy documents, and customer outcomes.
* Sample work for training programmes by performing live Q&A work reviews, evaluating tasks, and completing assigned audits with meticulous attention to detail.
* Deliver face-to-face feedback and coaching sessions designed to nurture individual development and enhance overall team performance.
* Create, monitor, and maintain monthly supervision review documents to ensure ongoing oversight of quality assurance processes.
* Provide comprehensive training to new starters while supporting their development plans through regular check-ins and constructive guidance.
* Develop engaging new training packages tailored to evolving business needs, including organising training sessions, monitoring attendance, and maintaining accurate records.
* Undertake special projects related to training, development initiatives, and ongoing monitoring of quality improvements across the team.
* Identify opportunities for process improvement within the operational workflow and communicate recommended changes effectively to relevant stakeholders.
* Collaborate closely with colleagues across departments to foster a culture of shared learning and continuous improvement.
* Support the implementation of best practices in customer contact management within mortgage enforcement operations.

What you bring:
* Demonstrated experience as a Team Lead or similar role within a legal environment where providing face-to-face feedback and coaching was central to your responsibilities.
* A strong awareness of commercial considerations affecting clients involved in mortgage enforcement processes.
* Exceptional accuracy with an unwavering attention to detail when reviewing documentation or assessing compliance against regulatory standards.
* Proven track record managing high-volume caseloads efficiently while maintaining quality outcomes for customers.
* A talent for identifying areas where operational processes can be improved and communicating these recommendations clearly across teams.
* Ability to understand diverse learning and development needs among individuals, working collaboratively with them to set SMART objectives that drive progress.
* Experience developing engaging training materials tailored to different audiences within an organisation.
* Excellent interpersonal skills that enable you to build trust-based relationships with colleagues at all levels of seniority.
* A supportive approach that encourages knowledge sharing, empathy, and teamwork within fast-moving environments.
* Commitment to upholding ethical standards while promoting inclusivity throughout all aspects of your work.

What's next:
If you are ready to take the next step in your career journey by joining a supportive team committed to quality assurance excellence, we encourage you to apply now!

Apply today by clicking on the link provided—your future as a valued member of this outstanding Mortgage Enforcement team awaits!

Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates