Quality Manager

Devonshire; Sunderland; On-site; GBP 40,000 - 55,000; Full time

Job summary

A leading customer communications company is seeking a Quality Manager in Sunderland. This role involves managing the quality process, transforming the culture to prioritize quality checks, and developing effective quality metrics. The ideal candidate will have experience in quality management within a fast-paced environment, demonstrating strong analytical skills and stakeholder management. This position offers a chance to make a significant impact on customer satisfaction and service quality.

Qualifications

• Experience in managing quality in a dynamic environment.
• Capability to implement and improve quality systems.
• Proven analytical skills with a focus on enhancing quality.

Responsibilities

• Drive quality checking culture throughout the Sunderland site.
• Manage the RCSA process to uncover operational opportunities.
• Provide insightful analysis through effective dashboards.

Skills

Quality Management / Control experience in a fast-paced environment

Ability to develop quality systems and processes

Brilliant analytical skillset

Brilliant stakeholder relationship management skills

Excellent organisational skills and attention to detail

Job description

Our client, a leading customer communications company, is looking for a Quality Manager to join their team in Sunderland.

Our client is a dynamic and forward-thinking organisation committed to revolutionising the way our clients do business. They specialise in digital transformation services, helping clients transition from traditional paper-based processes to cutting-edge digital solutions.

They are recruiting for a Quality Manager to drive an ‘in process quality checking’ culture that strive for right first-time quality. To be the champion of driving internal and external quality of service across the site for our clients and instilling a quality champion ethos in finding errors and rectifying them before they have any further impact and driving improvements.

Main Duties

• Manage from start to finish the RCSA process and provides insight to the operational team our biggest opportunity and support on how to get them.
• Transform the culture to be obsessive about quality checking and understand the value of finding and fixing errors.
• To be the primary champion of Quality on at the Sunderland site
• Initially to drive through a minimum number of checks needed per department, per client but the to inspire to site team to expand those checks so that client impact becomes a thing of the past.
• To make quality checking easily accessible and easily digitised as part of a campaign that breaks down mental and physical barriers.
• Understand the vitality of effective dashboards and ensure any analysis is insightful and produces good quality actions.
• To develop the metrics of what good looks like in error capture. To draw the line between how high the quality has to perform at to convert into great customer service.
• Become the subject matter expert and focal point of the customer. Use all engagement opportunities to draw out the benefits of 100% customer satisfaction.
• Help the operation desk out quality & compliance risk.
• Develop and then update high level quality measures that teams of all levels can measure that have a direct correlation to brilliant customer satisfaction.
• In addition to these duties, employees are required to carry out such duties as may reasonably be required

Skills

• Quality Management / Control experience in a fast-paced environment.
• Ability to develop quality systems and processes.
• Brilliant analytical skillset, ability to convert quality measurements, find high impacting causes then drive effective fix activity.
• Brilliant stakeholder relationship management skills at all level.
• Excellent organisational skills and attention to detail