QA Framework Implementation Lead - #2144432

QA Framework Implementation Lead – Remote – with some travel to London

Job description
We are recruiting for a QA Framework Implementation Lead to join our client, an Insurance firm, in their QA team. This contract opportunity, offering an excellent day rate.

About the role:
Our client has recently implemented an automated Quality Assurance solution that reviews customer interactions, generates scorecards, and delivers automated call assessments and performance scoring. Quality Assurance teams currently validate the outputs and use the insights to support operational improvement activities.

The technology is now live, and the client is seeking an experienced consultant to support the successful embedding of the solution across the business. This role will focus on integrating the new capabilities into existing operating models, establishing a robust QA framework, and ensuring the appropriate governance, controls, and reporting mechanisms are in place for long-term success.

Key responsibilities include;

• Lead the embedding of an automated QA and quality monitoring solution into business-as-usual operations.
• Design and implement a comprehensive QA and quality control framework aligned with organisational objectives and regulatory requirements.
• Review and optimise existing quality assurance processes, ensuring effective integration with the new automated solution.
• Establish governance structures, controls, reporting frameworks, and operating procedures to support sustainable delivery.
• Provide subject matter expertise and challenge framework design decisions, offering practical recommendations based on industry best practice.
• Drive stakeholder engagement across operational, change, and leadership teams to secure buy-in and adoption of new ways of working.
• Identify, document, manage, and mitigate programme risks and issues through structured governance processes.
• Develop reporting and performance measures to monitor solution effectiveness, quality outcomes, and operational improvements.
• Support QA teams in validating automated assessments and leveraging insights to enhance customer outcomes.

About you:

• Proven experience embedding automated QA, quality monitoring, complaints management, or related assurance solutions within operational environments.
• Strong background in designing, implementing, and assuring QA and quality control frameworks.
• Experience establishing governance structures, controls, and reporting frameworks for change, transformation, or quality-focused initiatives.
• Demonstrable success managing senior stakeholders, influencing decision-making, and driving organisational change.
• Strong risk and issue management experience within complex programmes or transformation initiatives.
• Experience working with AI-enabled, automated quality assessment, or analytics-driven assurance tools.
• Ability to translate strategic objectives into practical operating models and sustainable business processes.

Additional Information:
Location: Remote - with some travel to London
Duration: 3 months