Operations Manager - Freelance Resourcing

About The RoleOperations Manager - Freelance ResourcingHome-Based12 months contract- Maternity CoverAbout The RoleThe Freelance & Engagement Manager is responsible for the end‑to‑end management, quality assurance and operational delivery of QA’s freelance workforce across multiple delivery portfolios. The role oversees resourcing, onboarding, vetting, contractual management, reporting and ongoing freelancer performance, while ensuring high quality delivery standards and compliance requirements are consistently met.This role leads a small resourcing team, partners closely with Scheduling, Portfolio Directors, Account Managers, SMEs, CX and agency partners to ensure an agile, high‑quality and fully compliant freelancer pool.Key ResponsibilitiesTeam Leadership & Operational Ownership

• Line-manage two Freelance Resourcing Specialists, providing coaching, performance management and workload prioritisation.
• Act as system administrator for all Freelance Management Team tools, trackers and the Freelance Portal.
• Drive continuous improvement across all freelance resourcing, onboarding and QA processes to meet evolving business needs.
• Oversee freelance workforce planning and pipeline development to ensure adequate capacity for current and future delivery demands.

Resourcing & Workforce Planning

• Gather detailed project requirements (skills, clearance, duration, IR35, location) from Account Managers and Scheduling.
• Source, assess and onboard new freelancers through LinkedIn projects, direct sourcing, agency management and market research.
• Liaise with specialist agencies on hard to fill or fast turnaround requirements.
• Lead contingency planning discussions with Scheduling Managers and Portfolio Directors to ensure delivery resilience.
• Conduct 30- minute interviews and mini‑teach assessments with SMEs to validate instructional quality.

Freelancer Onboarding, Vetting & Compliance

• Oversee and complete all vetting processes including SC, BPSS, DBS/Enhanced DBS, ensuring all documentation is fully collected, validated and approved ahead of delivery.
• Manage IR35 compliance, ensuring all freelancers complete the IR35 section of onboarding packs and conducting CEST assessments where required.
• Create and issue freelancer contracts and NDAs, ensuring correct signatures and countersigning.
• Collate and maintain onboarding documentation including references, CPD, tutor profiles and rate cards.
• Submit and oversee creation of QA emails, Teams tenancies, Canvas and Blackboard access, and all additional IT access required.
• Add new suppliers to OneTrust and BAPS, ensuring all approvals are completed for finance and Scheduling.

Freelancer Performance, Quality Assurance & Capability Management

• Conduct formal and informal freelancer observations (planned or requested) to ensure delivery meets QA quality standards.
• Complete detailed observation reports and share outcomes with Scheduling and Portfolio Directors.
• Manage capability action plans for freelancers who require development or performance support.
• Investigate and manage complaints raised through the CX team; gather freelancer responses, context and insight.
• Monitor TSAT, NPS, PBI feedback and trainer surveys to identify themes and proactively address issues.
• Hold 121 check in calls with freelancers, providing support and resolving concerns.
• Drop in to freelancers’ first deliveries to ensure sessions run smoothly.

Stakeholder Engagement & Communication

• Partner with SMEs, Portfolio Directors, Delivery Managers and Scheduling to coordinate interviews, delivery approvals and resource requirements.
• Attend weekly Delivery Management Meetings to review trainer population and ensure consistency across delivery.
• Attend twice weekly CC/Barratts meetings to review upcoming projects and resourcing needs.
• Maintain strong relationships with external agencies, holding fortnightly and monthly review meetings.
• Communicate process changes, new requirements or vendor updates to freelancers in a timely and clear manner.

Reporting & Data Management

• Produce monthly reporting on TSAT, NPS, costings, delivery issues and key performance insights.
• Submit weekly freelancer delivery reports to Scheduling highlighting risks, actions and positives.
• Maintain the Onboarding Tracker, ensuring accurate daily updates for all freelancers at each onboarding stage.
• Monitor weekly Operations Events data to track freelancer bookings and ensure readiness for upcoming delivery.

Commercial & Contractual Management

• Manage freelancer costs through rate reviews (planned and ad hoc), ensuring alignment with portfolio budgets and market conditions.
• Hold rate discussions with new and existing freelancers.
• Produce detailed Statements of Work (SOWs) for content creators including timelines, milestones and review checkpoints.
• Support freelancers with contractual queries in collaboration with the Legal team.

Skills And Experience

• Previous experience in recruitment, resourcing or talent acquisition (advantageous).
• Vendor management or account management experience (advantageous).
• Knowledge of IR35, contractor engagement models and compliance processes.
• Experience managing performance issues or capability plans (desirable).
• Strong organisational skills, attention to detail and ability to manage multiple priorities.

About UsAbout UsAt QA, we believe the future belongs to organisations that are able to learn, master and apply new skills at pace and scale. As the largest tech training company in the UK aand the fastest growing in the US, we partner with 96% of the FTSE and most of the Fortune 500. We have served over 4,00a0 customers and 1+ million learners in the last 3 years.Our MissionWe teach the critical AI, technology, digital and Human skills needed to transform and succeed in a changing world.We do this through tailored learning programmes that connect learning across an organisation, create continuity for learners, and feature collaborative, cohort-based modalities to apply skills at pace and at scale.Our unique end-to-end learning solutions draw from deep expertise across Apprenticeships, Instructor-led training, Self-paced Learning and Blended Learning.You can find out more about us at https://www.qa.com/about/careers/Wellbeing & BenefitsYour wellbeing matters to us. That’s why we offer benefits designed to help you recharge and thrive, including:

• 27 days Annual Leave (4 days used for the festive closure) plus Bank Holidays
• Holiday Buying scheme
• Medicash plan, Wellhub, Cycle to Work scheme
• Private Medical Insurance at corporate rates
• Employee Assistance Programme
• Employee Discounts Benefit Hub
• 3 Development days
• 2 Charity days per year
• Pension Scheme
• Early Friday Finish at 4pm

Our peopleWe are an equal opportunity employer, focused on promoting a welcoming and inclusive environment. We embrace diversity, welcome applications from all candidates and aim to support the career growth of everyone. This means no matter what your gender, age, ethnicity, beliefs, or sexual orientation, or if you are disabled or a carer, we welcome you and the different perspectives you bring to our diverse family. We’re proud of the progress we’ve achieved over the last few years to build an inclusive culture and celebrate our diversity.As a Disability Confident Employer, we guarantee that all applicants with a disability who meet the role criteria will progress to the next stage of the process. Please let us know if you require any reasonable adjustments.

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