QA and Technical Team Lead

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 su