Data-Driven QA Manager: Client Retention & Implementation

PHMG; Manchester; On-site; GBP 50,000 - 80,000; Full time

Job summary

PHMG is seeking a Quality Assurance Manager to oversee the development and delivery of an internal audit function, enhancing governance and quality across client projects. You will review client engagements, report on processes, and drive data-led improvements across departments, with primary focus on client retention.

The role requires strong QA experience and collaboration with senior stakeholders. Based in Old Trafford, Manchester, the team champions measurable results and cross-functional

Qualifications

• Proven experience in data analysis with a view towards quality assurance.
• Strong organisation, time and project management skills to deliver on time against competing priorities.
• Excellent communication and interpersonal skills, including at C‑level stakeholders.

Responsibilities

• Partnering with the Head of QA to develop and enhance quality assurance strategies that support a seamless client retention function
• Support in monitoring the global inbox to ensure timely and effective responses and action taken
• Tracking and analysing data and trends to inform strategic decisions that improve the retention process and overall client journey
• Optimising CRM system performance through thorough verification, testing, and reporting before and after software installations, updates or upgrades
• Establishing measurable targets for each department and giving the support needed for these targets to be achieved
• Reviewing account management and client communication to ensure high standards are met; collecting data, delivering actionable feedback, and coaching individuals and management through various communication channels
• Identifying and executing process improvements that enhance the client journey and product implementation journey
• Assessing the account management of at-risk clients to ensure best practices are followed, supporting client retention and reducing the risk of future revenue loss

Skills

Data analysis

Project management

Communication

Quality assurance

Tools

Excel

CRM systems

Job description

PHMG is seeking a Quality Assurance Manager to oversee the development and delivery of an internal audit function, enhancing governance and quality across client projects. You will review client engagements, report on processes, and drive data-led improvements across departments, with primary focus on client retention.

The role requires strong QA experience and collaboration with senior stakeholders. Based in Old Trafford, Manchester, the team champions measurable results and cross-functional