Experteer Overview

As Quality Assurance Manager, you will oversee quality and regulatory compliance monitoring across customers, shaping the risk and conduct framework. You will lead QA processes, mentor the QA team, and keep the monitoring framework current to meet requirements.

You will drive a themed customer journey review program to raise contact quality and coordinate training. You will also implement feedback loops and ensure efficient workflows within agreed SLAs, contributing to ongoing quality improvement. This role offers impact across risk, compliance, and customer experience in a integral banking environment.

Compensaciones / Beneficios

- Oversee QA processes and ensure performance aligns with the Quality Monitoring framework
- Mentor QA Officers/Colleagues under Training and Competency Scheme
- Keep the framework up to date to maintain compliant status
- Lead a themed customer journey review program; communicate findings and coordinate training interventions




- Implement and maintain feedback capture processes with timely follow-up
- Organise the team for efficient workflow and adherence to service levels
- Proactively identify high-risk areas and collaborate on action plans
- Deliver high-quality trend reports to Operations Managers to support quality improvement

Responsabilidades

- Experience in a Quality Assurance role or senior KYC Officer background
- Ability to set objectives and lead teams to achieve them
- Excellent communication and interpersonal skills
- Strong analytical abilities and attention to detail

Requisitos principales

- Training programs
- internal mobility opportunities
- diversity and inclusion initiatives
- corporate volunteering program
- flexible compensation plan
- hybrid telecommuting model

📌 KYC - Quality Assurance Manager (Madrid)
🏢 BNP Paribas
📍 Madrid