Quality Assurance & Client Retention Manager

PHMG; Manchester; Hybrid; GBP 55,000 - 70,000; Full time

Job summary

PHMG is seeking a Quality Assurance Manager to lead the QA team within Client Services at our Old Trafford office. You will coach the QA team, oversee an internal audit function and drive improvements to ensure quality across projects and departments.

Your role focuses on enhancing client retention through robust QA processes, data analysis and effective governance. You will work closely with management to shape workload and deliver measurable improvements.

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.
• Proficient in Excel with a comprehensive understanding of its functions and features.
• Be a critical thinker with sound judgement skills and ability to identify potential risks and propose mitigating strategies.

Responsibilities

• Partner 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 actions.
• Track and analyse data and trends to inform strategic decisions that improve the retention process and client journey.
• Optimise CRM system performance through verification, testing, and reporting before and after software installations, updates or upgrades.
• Establish measurable targets for each department and provide the support needed for these targets to be achieved.
• Review account management and client communication to ensure high standards are met; collect data, deliver actionable feedback, and coach individuals and management.
• Identify and execute process improvements that enhance the client journey and product implementation journey.
• Assess the account management of at‑risk clients to ensure best practices are followed, supporting client retention and reducing revenue risk.

Skills

Data analysis

Excel

Organisation

Project management

Communication

Independent working

C-level communication

Tools

CRM systems

Job description

PHMG is seeking a Quality Assurance Manager to lead the QA team within Client Services at our Old Trafford office. You will coach the QA team, oversee an internal audit function and drive improvements to ensure quality across projects and departments.

Your role focuses on enhancing client retention through robust QA processes, data analysis and effective governance. You will work closely with management to shape workload and deliver measurable improvements.