Head of Quality Assurance
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Key skills for this role
About the Role
A leading organisation seeks an experienced Quality Assurance professional to develop and manage a customer-centric QA framework across digital, telephone, in-person, and operational support channels.
Key Skills for This Role
Responsibilities
- Develop and implement a quality assurance framework across all customer service channels
- Monitor customer interactions, operational processes and service delivery against agreed quality standards
- Establish quality scorecards, assessment criteria and governance processes aligned with the organisation’s customer centric service model
- Analyse customer feedback, complaints, service data and quality results to identify trends and improvement opportunities
- Conduct root cause analysis and recommend corrective and preventive actions
- Work with Customer Experience, Digital, Operations and Support teams to improve end to end customer journeys
- Produce management reports and dashboards highlighting service quality, risks and areas for improvement
- Support the development of service standards, operating procedures and employee coaching programmes
- Ensure quality processes align with internal policies and recognised industry best practices
- Promote a culture of customer focus, operational excellence and continuous improvement
Requirements
- Strong experience in quality assurance, service quality, customer experience or business operations
- Experience within a complex, customer focused organisation
- Demonstrated experience managing quality across multiple service channels
- Strong understanding of customer journeys, complaint analysis and service improvement
- Experience developing quality frameworks, scorecards, KPIs and reporting dashboards
- Strong analytical and problem solving capabilities
- Excellent stakeholder management, communication and influencing skills
- Knowledge of Lean, Six Sigma or continuous improvement methodologies would be advantageous
Full Job Posting
Role Overview
- A leading organisation is seeking an experienced Quality Assurance professional to strengthen service quality and operational consistency across its customer facing channels.
- The role will be responsible for developing and managing a customer centric quality assurance framework across digital, telephone, in person and operational support channels.
- The successful candidate will assess service performance, identify improvement opportunities and partner with key stakeholders to deliver a consistent and high quality customer experience.
Key Responsibilities
- Develop and implement a quality assurance framework across all customer service channels.
- Monitor customer interactions, operational processes and service delivery against agreed quality standards.
- Establish quality scorecards, assessment criteria and governance processes aligned with the organisation’s customer centric service model.
- Analyse customer feedback, complaints, service data and quality results to identify trends and improvement opportunities.
- Conduct root cause analysis and recommend corrective and preventive actions.
- Work with Customer Experience, Digital, Operations and Support teams to improve end to end customer journeys.
- Produce management reports and dashboards highlighting service quality, risks and areas for improvement.
- Support the development of service standards, operating procedures and employee coaching programmes.
- Ensure quality processes align with internal policies and recognised industry best practices.
- Promote a culture of customer focus, operational excellence and continuous improvement.
Candidate Requirements
- Strong experience in quality assurance, service quality, customer experience or business operations.
- Experience within a complex, customer focused organisation.
- Demonstrated experience managing quality across multiple service channels.
- Strong understanding of customer journeys, complaint analysis and service improvement.
- Experience developing quality frameworks, scorecards, KPIs and reporting dashboards.
- Strong analytical and problem solving capabilities.
- Excellent stakeholder management, communication and influencing skills.
- Knowledge of Lean, Six Sigma or continuous improvement methodologies would be advantageous.
The Opportunity
- This is an opportunity to help shape a customer centric service model within a large and evolving organisation.
- The role offers broad exposure across customer experience, business operations and service transformation, with the ability to deliver measurable improvements across the customer journey.
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