QA Manager – Client Retention & Implementation (Manchester)

PHMG; Manchester; Hybrid; GBP 55,000 - 90,000; Full time

Job summary

PHMG in Manchester is seeking a Quality Assurance Manager to lead a robust internal audit function supporting client retention. You will oversee QA strategies, review client engagements, and drive improvements across projects and departments.

Working mainly with the Client Retention team, you will monitor communications, analyse data trends, and verify CRM performance during installations and updates to uphold high standards and reduce revenue risk.

Qualifications

• Proven experience in data analysis with a view towards quality assurance.
• Excellent organisation, time and project management skills.
• Excellent communication and interpersonal skills, extending to C-level.
• Ability to work independently and shape workload backed by data.
• Critical thinker with sound judgement and risk mitigation mindset.

Responsibilities

• Partner with the Head of QA to develop quality assurance strategies for client retention.
• Support in monitoring the global inbox for timely responses and actions.
• Track and analyse data to inform strategic decisions improving retention processes.
• Optimise CRM performance through verification, testing and reporting during installs/updates.
• Establish measurable departmental targets and support their achievement.
• Review account management and client communication to ensure high standards.
• Identify and execute process improvements for client journey and product implementation.
• Assess at-risk accounts to support client retention and revenue protection.

Skills

data analysis

Tools

Excel

Job description

PHMG in Manchester is seeking a Quality Assurance Manager to lead a robust internal audit function supporting client retention. You will oversee QA strategies, review client engagements, and drive improvements across projects and departments.

Working mainly with the Client Retention team, you will monitor communications, analyse data trends, and verify CRM performance during installations and updates to uphold high standards and reduce revenue risk.