Global Client Retention QA Manager - Data-Driven

United States Digital Space LLC; Manchester; On-site; GBP 35,000 - 40,000; Full time

Job summary

PHMG in Manchester is seeking a Quality Assurance Manager to lead a robust internal audit function for the Client Services team, ensuring quality standards across projects. You will oversee data reviews, process improvements and CRM verification to support client retention and product implementation journeys.

The role reports to the Head of Global Quality Assurance and the VP of Client Support. It involves collaboration across departments and a strong emphasis on data-informed decision making in

Qualifications

• Proven experience in data analysis with a view towards quality assurance.
• Excellent organisation, time and project management skills to deliver on time against competing priorities.
• Excellent communication and interpersonal skills, extending to C-level.
• Be a critical thinker with sound judgement skills and ability to identify potential risks and propose mitigating strategies.
• Proficient in Excel with a comprehensive understanding of its functions and features.

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

Organization & time management

Communication

Independent working

Excel proficiency

Tools

Excel

Job description

PHMG in Manchester is seeking a Quality Assurance Manager to lead a robust internal audit function for the Client Services team, ensuring quality standards across projects. You will oversee data reviews, process improvements and CRM verification to support client retention and product implementation journeys.

The role reports to the Head of Global Quality Assurance and the VP of Client Support. It involves collaboration across departments and a strong emphasis on data-informed decision making in