Lead QA Auditor – Case Manager

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Ensure that client orders are fulfilled according to the criteria established in the screening program from beginning to end.

• Assess cases at the pre-process, QC/post-process, and post-process review stages to detect and address quality concerns.

• Perform pre-process and post-process evaluations utilizing client-specific checklists and standard operating procedures (SOPs).

• Confirm that all mandatory information and documentation are available before and after case fulfillment.

• Execute search-level data entry and incorporate searches into cases as necessary.

• Conduct comprehensive reviews of all searches within cases to ensure accuracy and compliance.

• Act as the senior quality subject matter expert for intricate, high-risk, and escalated cases.

• Review and offer guidance on exceptions where standard operating procedures may not be applicable.

• Maintain precise system notes and case records.

• Monitor Service Level Agreement (SLA) performance and address delivery delays.

• Identify quality deficiencies, process challenges, and operational risks.

• Assist in the documentation of processes, work instructions, quality guidance, and client-specific procedures.

• Conduct audits and provide suggestions to enhance quality, efficiency, client experience, and First Time Right outcomes.

• Log quality escapes into quality trackers and the Defect Management System.

• Fulfill searches as required.

• Communicate with applicants via email and phone regarding mandatory search requirements and discrepancies.

• Provide client-account subject matter expertise, coaching, escalation leadership, and decision-making support.

• Keep updated with current policies, procedures, and supported products.

• Participate in client calls and present findings as necessary.

• Review and coordinate supporting documentation from European countries.

• Facilitate cases involving international documentation through candidate engagement and evidence collection.

• Propel continuous improvement initiatives.

• Offer quality feedback, coaching, and guidance to operational teams.

⛳️ Requirements

• Proven high performance in the current role, demonstrating excellent quality.

• Strong understanding of all relevant FADV processes and products.

• Capability to follow intricate instructions.

• Strong analytical skills with the ability to present findings effectively.

• A strong focus on quality and customer experience.

• Demonstrated client focus and outside-in thinking.

• Exceptional attention to detail.

• Excellent listening skills with the ability to communicate clearly both verbally and in writing.

• Strong time management and organizational abilities.

• Accountability and ownership of responsibilities.

• Creative thinking skills and the ability to take the initiative.

• Proficient problem-solving abilities.

• Proficiency in an additional European language is desirable.

• High level of computer literacy and capability to work within a Microsoft Office environment.

• Ability to provide constructive feedback to team members.

• Confidence in communicating with senior management.

• Strong decision-making skills in ambiguous or exceptional situations.

• Proven ability to influence quality outcomes through analysis, collaboration, problem-solving, and stakeholder engagement.

• Demonstrated capacity to identify and drive continuous improvement initiatives through root cause analysis, trend analysis, and SOP reviews.

• Based in the UK.

• Availability to work 40 hours per week, Monday through Friday, between 07:00 and 20:00 GMT, based on business needs.

🏝️ Benefits

• Employee Impact Groups.

• FA Cares volunteer opportunities.

• Mentorship Advantage Program.

• Medical, Vision, and Employee Assistance Programme.

• Pension with employer contribution.

• Life Assurance and Financial and Legal Helpline.

• Holidays (Paid Time Off).

• Enhanced Maternity Leave.

• Sick Pay.

• Mentoring Programme.

• SOAR Programme (Manager development).

• Annual Performance Reviews.