Quality Manager

Our client, a leading managed services provider, is currently looking to recruit a Quality Manager to take responsibility for the governance of quality within the operations department. You will be responsible for managing and improving the quality of services that the division delivers and be a ‘champion’ of customer service within the company.

Your duties will include:
• The overall monitoring and management of quality throughout the division
• Producing detailed reporting on the team’s performance highlighting trends and recommendations
• Working with managers and team leaders to setup and maintain controls and documentation in relation to service quality
• Setting performance metrics and KPIs based around the quality of outputs and ensure that they are delivered against
• Collating and analysing performance and KPI data against defined parameters
• Ensuring that ITIL best practices are maintained and that CSI forms an integral part of the role
• Aiding the Head of Compliance & Security in maintaining the ISO accreditation in line with feedback provided to individuals
• Deputising for the Head of Service Quality in their absence to ensure that the team functions appropriately
• Leading the Data Quality project through all internal departments to de-dupe, cleanse and manage data overall
• Being responsible for highlighting and reporting on areas of process improvement across the Operations Division
• Obtaining quality feedback from customers
• Ensuring that all Operations’ teams implement a robust, detailed set of customer processes
• Owning and managing customer complaints, customer feedback and escalation monitoring
• Promoting quality achievement and performance improvement across the company
• Pinpointing relevant quality-related training needs
• Assessing product specifications and customer requirements from a quality perspective
• Ensuring compliance against national and international standards
• Bringing together staff of different disciplines and driving the group to formulate and agree comprehensive quality procedures.

Suitable candidates will have:
• Excellent customer service skills
• Excellent knowledge of the tools available for quality management
• Experience in delivering feedback and constructive criticism on a customer service basis
• Strong communication and organisational skills
• Strong coaching skills
• Ability to influence people at all levels
• Diligence and attention to detail
• Strong analytical skills and ability to understand data and act on it
• Ability to set and maintain high standards of performance and work on own initiative
• Ability to present information in a logical and informative manner
• Excellent prioritising and planning skills