Quality and Business Performance Manager

TDS; Hemel Hempstead; Híbrido; GBP 45.000 - 65.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

33 days holiday

Pension scheme

Birthday day off

Plus many more!

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Quality improvement

Data analysis

Dashboard reporting

Stakeholder engagement

Herramientas

BI tools

Descripción del empleo

Hybrid Working | Full Time | 35 Hours per Week

Are you passionate about improving customer experience, driving quality standards and using insight to deliver meaningful business change?

We're looking for a Quality & Business Performance Manager to play a pivotal role in shaping the future of our Customer Operations function. This is an exciting opportunity for someone who thrives on turning data into action, identifying opportunities for improvement and working collaboratively across teams to deliver measurable results.

In this role, you'll be at the heart of continuous improvement, bringing together customer feedback, quality assurance, operational performance and business insight to drive positive change across the organisation. You'll work closely with leaders and stakeholders across multiple departments, ensuring quality, efficiency and customer experience remain at the forefront of everything we do.

What you’ll be doing

• Leading and embedding quality standards across Customer Operations.
• Analysing customer, operational and performance data to identify trends and improvement opportunities.
• Driving continuous improvement initiatives that enhance customer outcomes and operational efficiency.
• Conducting root cause analysis to address recurring issues and improve processes.
• Developing dashboards, reports and performance insights that support business decision-making.
• Collaborating with leaders and stakeholders across Operations, Technology, Customer Experience and Business Intelligence to deliver sustainable improvements.

What we’re looking for

To be considered for this opportunity, you must be able to:

• Demonstrate experience leading quality, continuous improvement or business performance initiatives within a customer operations environment
• Deliver tangible improvements through effective collaboration across multiple teams and stakeholders
• Analyse and interpret complex data to identify trends, risks and opportunities
• Develop meaningful performance reporting, dashboards and management information
• Influence and engage stakeholders at all levels through clear, evidence-based recommendations
• Translate insight into practical actions that improve customer experience and operational performance

TDS offers a plethora of benefits inclusive of:

• 33 days holiday inc bank holidays
• Pension Scheme
• Additional day off for your birthday
• Plus many more!

TDS is committed to equality, diversity and inclusion in our workforce and to be truly representative of all sections of society and our customers.