Job Description
As a Quality Manager you will be responsible for supporting your operational colleagues to identify opportunities to improve, provide trend analysis, and fundamentally develop our customer experience strategy, to ensure we are equipped to offer a world class customer experience.
Key Purpose of the RoleThe Quality Manager is responsible for leading the Quality function across one or more client accounts, ensuring the delivery of a robust quality assurance programme that drives customer experience, compliance, operational excellence, and continuous improvement. The role is accountable for the leadership and development of Quality Analysts, governance of quality frameworks, delivery of actionable insight, stakeholder management, and ensuring quality objectives are achieved through data‑driven improvement initiatives.
Key Performance Areas Quality Governance & Assurance Lead and oversee the quality monitoring programme across all customer interaction chan...