Quality Assurance Lead - with French

The Quality Assurance Lead is accountable for leading and evolving the Quality Assurance function, ensuring robust quality oversight of operational processes delivered by the teams, in line with the Quality Assurance framework, Group standards, and regulatory requirements.
The role plays a key part in stakeholder management, data‑driven decision‑making, and continuous transformation, leveraging responsible AI and advanced analytics to facilitate Root Cause Analysis (RCA), risk anticipation, and sustainable quality improvement.

The QA Lead works in close partnership with clients, operational teams, and key control functions to drive quality performance, enhance process efficiency, and deliver measurable value.

Specifically, you will be required to:

Leadership & Stakeholder Management:

• Lead, coach, and develop the Quality Assurance team covering multiple processes within the Know Your Customer and Utility (KYU) business line;
• Act as a trusted partner for internal and external stakeholders (Clients, Operations, Risk, Compliance, Transformation teams), ensuring transparent communication and alignment on quality priorities;

• Facilitate effective governance forums and quality reviews, ensuring clear accountability, escalation, and follow‑up on agreed actions.

  Quality Oversight & Performance Management:

• Coordinate and steer daily QA activities in line with the defined QA framework, ensuring delivery against KPIs, SLAs, and value‑added objectives.
• Promote a proactive, risk‑based quality approach, embedding quality ownership across operational teams.

• Ensure full compliance with Group norms, KYU policies, and applicable regulatory and control frameworks.

  Data, RCA & Responsible AI Usage

• Drive advanced analysis of quality results and trends using data analytics and responsible AI tools to:
  • Accelerate Root Cause Analysis (RCA);
  • Identify systemic issues and emerging risks;
  • Support fact‑based decision‑making.
• Ensure AI and analytical tools are used ethically, transparently, and in compliance with Group AI, data protection, and model governance principles;

• Translate insights into clear, actionable recommendations and prioritized action plans for stakeholders;

  Transformation & Continuous Improvement:

• Identify and lead quality transformation initiatives aimed at improving efficiency, consistency, and value creation;
• Contribute to the standardization and continuous improvement of QA tools, methodologies, and processes across perimeters;

• Partner with operational/ network (agencies) and transformation teams to design and deploy sustainable quality solutions;

  Governance, Audit & Reporting:

• Ensure alignment of QA activities with internal control frameworks and prepare for internal and external audits;
• Produce high‑quality management reporting and executive presentations, clearly articulating quality performance, risks, trends, and improvement actions;
• Monitor the effectiveness of action plans and ensure timely closure of findings.

• Minimum 2 years of people management experience;
• Experience in Quality Assurance / Quality Control;
• Experience in KYC, banking, or shared services environments is a strong advantage;
• Strong stakeholder management and influencing skills, with the ability to operate in complex, multi‑actor environments;
• Proven ability to analyse data, perform RCA, and translate insights into concrete, value‑driven actions;
• Interest or experience in AI‑assisted analysis, data analytics, or automation, with a strong sense of responsible and compliant usage;
• Excellent communication and leadership skills;
• Decision‑making capability with a results‑oriented mindset;
• Strong attention to detail and high standards of quality;
• Good command of French (English is a strong advantage);
• Solid IT skills (MS Office); knowledge of data visualization tools is an advantage;
• Strong organizational, planning, and time‑management skills;

• Diploma in management or training in proximity management is an advantage.

  
  
  

If you feel like ambitiously pursuing your goals, then you have come to the right place.

Plus, you will enjoy all our benefits:

• competitive compensation & remuneration, including annual performance bonus;
• preventive healthcare plan, and group health & life insurance;
• wide range of flexible benefits within a monthly budget;
• office perks, wellbeing and mental health programs;
• various social benefits and bonuses for personal or family events;
• 9-to-5 workday & work-from-home options;
• additional paid and unpaid time off, including Sabbatical leave;
• learning and growth opportunities based on individual development and career plans;
• unlimited access to various eLearning resources.

We are convinced that people are drivers of change, and that the world of tomorrow will be shaped by all their initiatives, from the smallest to the most ambitious. 

Whether you’re joining us for a period of months, years or your entire career, together we can have a positive impact on the future. Creating, daring, innovating and taking action are part of our DNA.

If you too want to be directly involved, grow in a stimulating and caring environment, feel useful on a daily basis and develop or strengthen your expertise, you will feel right at home with us! 

Still hesitating?

You should know that our employees can dedicate several days per year to solidarity actions during their working hours, including sponsoring people struggling with their orientation or professional integration, participating in the financial education of young apprentices, and sharing their skills with charities. There are many ways to get involved.