Senior Quality Assurance Manager - Live Lead

NXGN; Manchester; On-site; GBP 35,000 - 45,000; Full time

Job summary

A leading audio branding agency in Manchester is seeking a Senior Quality Assurance Manager to oversee the quality assurance team and ensure client engagement quality. The role involves providing coaching, developing strategies, and analyzing data to drive improvements. Candidates should have proven leadership skills, extensive data analysis experience, and excellent communication abilities. This position offers a competitive salary alongside many perks, including a gym membership and career development opportunities.

Benefits

Competitive salary and rewards

Career development linked to performance

Free gym membership

All expenses paid company events

Birthday time off

On-site barber and beautician

Exciting social scene

Creative offices with breakout areas

Fundraising initiatives

Cycle to work scheme

Smart pension scheme

Qualifications

• Proven experience in data analysis for quality assurance.
• Experience in a managerial role or senior Client Services role.
• Strong leadership skills for team development.

Responsibilities

• Manage performance of the quality assurance team and provide coaching.
• Collaborate with Head of QA for strategy development.
• Monitor global inbox and manage actions accordingly.
• Track and analyze data for strategic decisions.
• Maximize CRM software efficiency through testing and reporting.
• Establish measurable department targets and support their achievement.
• Provide feedback and coaching via communication.
• Identify and implement process improvement opportunities.

Skills

Data analysis

Leadership skills

Organizational skills

Communication skills

Excel proficiency

Job description

PHMG works with more than 36,000 clients across the globe – and we’re committed to delivering the very best service to every single one. This dedication to has led to the rapid expansion of our client care teams, as we continue to expand our impact, we are seeking a dedicated and detail-oriented individual to join our team as a Senior Quality Assurance Manager.

As a Senior Quality Assurance Manager, you will assist in the management of the quality assurance team providing coaching, leadership and guidance, whilst also overseeing the development and delivery of a robust internal audit function that delivers value and best practice to the internal governance of the business.

The Quality Assurance Team play a crucial role within the Client Services department. You will be responsible for reviewing all engagement with our client base, reporting effectively on processes, analysing the data and trends to ensure that quality standards are consistently met across projects and departments and identifying and implementing relevant process improvements.

Salary: £35,000 base (£45,000 OTE)

Location: Old Trafford, Manchester

Hours: 11am – 8pm (Monday – Thursday), 11am – 6pm (Friday)

What You’ll Be Doing

• Managing the performance of the quality assurance team and providing feedback and coaching as needed
• Collaborating with the Head of QA to develop and refine quality assurance strategies and objectives
• Monitoring the global inbox and actioning accordingly
• Responsible for tracking and analysing data and trends to inform strategic decision-making
• Maximising the efficiency of the CRM software via verification, testing and reporting both before and after the software is installed, updated and/or upgraded
• Establishing measurable targets for each department and giving the support needed for these targets to be achieved
• Generate and deliver feedback and coaching to individuals and management via written, verbal communication and reporting
• Identify and implement process improvement opportunities

What You’ll Need

• Proven experience in data analysis with a view towards quality assurance
• Proven experience in a managerial role and/or a proven track record of success within a senior Client Services role
• Strong leadership skills with the ability to develop and motivate teams
• Possess 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 have the ability to identify potential risks and propose mitigating strategies

The PH Perks You’ll Get In Return

• Competitive salary and rewards
• Career development and progression directly linked to your performance
• Free gym membership at PureGym from your first month
• All expenses paid company events in sought after venues
• Birthday time off to celebrate
• On-site barber and beautician
• Exciting social scene and lively atmosphere
• Creative, spacious offices with breakout areas and bar
• Fundraising initiatives for our registered charity – the PHMG Foundation
• Cycle to work scheme
• Smart pension scheme

About PHMG

Established in 1998, PHMG has grown from a renowned Manchester-based business to the world’s leading audio branding agency – working with 36,000 clients in 54 countries across the globe. This expansive client list includes household names of the calibre of Samsung, Audi and Adidas, as well as SMEs in every sector of the global market. We give each of them a stellar production that combines creative copy, world‑class voice artistry and an exclusive Brand‑Sound‑Track ™ – strengthening their business identity in the most memorable, emotive way