Data-Driven Quality & Performance Manager

TDS; Hemel Hempstead; Hybrid; GBP 45,000 - 65,000; Full time

Benefits offered by this job

33 days holiday

Pension scheme

Birthday day off

Plus many more!

Job summary

TDS is seeking a Quality & Business Performance Manager to shape improvements across our Customer Operations function. Hybrid working, full time, 35 hours per week, with a focus on turning data into action and delivering measurable outcomes.

You will lead quality standards, analyse data, develop dashboards and collaborate across Operations, Technology, Customer Experience and BI to drive sustainable change that enhances customer experience and operational efficiency.

Qualifications

• Experience leading quality, continuous improvement or business performance initiatives within a customer operations environment.
• Ability to collaborate across multiple teams and stakeholders to deliver improvements.
• Analyse and interpret complex data to identify trends, risks and opportunities.
• Develop meaningful performance reporting, dashboards and management information.
• Influence and engage stakeholders with evidence-based recommendations.
• Translate insight into practical actions that improve customer experience and operational performance.

Responsibilities

• Lead and embed quality standards across Customer Operations.
• Analyse customer, operational and performance data to identify trends and improvement opportunities.
• Drive continuous improvement initiatives that enhance customer outcomes and operational efficiency.
• Conduct root cause analysis to address recurring issues and improve processes.
• Develop dashboards, reports and performance insights that support business decision-making.
• Collaborate with leaders and stakeholders across Operations, Technology, Customer Experience and Business Intelligence to deliver sustainable improvements.

Skills

Quality improvement

Data analysis

Dashboard reporting

Stakeholder engagement

Tools

BI tools

Job description

TDS is seeking a Quality & Business Performance Manager to shape improvements across our Customer Operations function. Hybrid working, full time, 35 hours per week, with a focus on turning data into action and delivering measurable outcomes.

You will lead quality standards, analyse data, develop dashboards and collaborate across Operations, Technology, Customer Experience and BI to drive sustainable change that enhances customer experience and operational efficiency.