The QA and Technical Team Lead supports the QA Analyst and Technical Support Associate by ensuring alignment with current industry, fund, and regulatory updates, overseeing day-to-day operations, and upholding high standards of quality, performance, and compliance.
The role is accountable for reviewing and validating team output, consolidating operational and quality insights, and delivering accurate, timely reporting to Segment Owners and Client Services Managers (CSMs) to support informed decision-making and continuous improvement.
Responsibilities:
- Lead and support the QA and Technical teams through daily huddles, one-on-ones, coaching, PDAPs, performance reviews, and ongoing feedback.
- Support recruitment, onboarding, and training to ensure team capability aligns with quality and operational standards.
- Review, validate, and oversee QA and TSA output to ensure accuracy, consistency, and compliance.
- Track, analyse, and report key performance and quality metrics to identify trends, risks, and improvement opportunities.
- Provide regular reporting to support capacity planning, resourcing decisions, and operational visibility.
- Partner with Learning & Development (L&D) to continuously improve onboarding, refresher training, and just-in-time learning based on QA insights, defect trends, and capability gaps.
- Contribute subject-matter input to training design, updates, and delivery to ensure learning content remains current, practical, and aligned to real-world quality issues.
- Identify process improvement opportunities and advocate for best practices to enhance quality, efficiency, and scalability.
- Work with internal stakeholders to stay current with industry, fund, product, and regulatory updates.
- Translate industry and technical changes into clear guidance, quality expectations, and operational impacts for QA and Technical teams.
- Escalate client-related feedback, risks, and issues to the Technical and Quality Manager promptly.
- Make informed recommendations on resourcing for billable client projects.
- Integrate and maintain a QA automation framework that reduces manual testing effort, covering high-volume or high-risk processes.
Requirements
- At least 12 months' experience as a Paraplanning Quality Assurance, TSA, or Senior Paraplanner/ Financial Planning Assistant.
- Desire to be a people leader and drive the performance of a team.
- Excellent communication and interpersonal skills, with the ability to communicate technical information to non-technical stakeholders.
- Strong reporting and analytical skills.
- Ability to train and coach team members and provide constructive feedback and performance evaluations.
Benefits
- 500K per incident HMO coverage + Dental & Optical benefits
- 2-week paid Christmas vacation
- Electricity & Data subsidies
- 25K Educational Assistance
- Training and equipment will be provided
- Fixed Schedule of Mon-Fri from 7 AM to 4 PM
