Quality Manager UK

Please note, this role requires all applicants to be UK-based and able to attend our Leeds Office 2 days a week, as it is a hybrid position.

At thebigword, we specialise in language solutions, translating over 1 billion words annually, support more than languages and handle millions of interpreting minutes each year. As one of the largest language service providers globally, we utilise the greatest minds and boundary-shattering technology to deliver phenomenal quality at scale to both our clients and linguist network.

Joining our team is not just a career, it’s being part of something much bigger! At thebigword, everything we do is underpinned by our ELITE values (Excellence, Leadership, Innovation, Trusted, Empowerment) and we strive to be the best we can be in all that we do.

Your Role in Action

Are you passionate about quality and driven to make a positive impact? We are seeking an experienced and dedicated Quality Manager to join our dynamic team. In this role, you will have the opportunity to lead and inspire a team, ensuring the highest standards of quality and customer satisfaction.

• Conduct regular team meetings to understand and develop team capacity.
• Oversee the allocation of work to the quality team, ensuring efficient workflow.
• Audit responses to maintain consistent quality across the team.
• Support client calls, meetings, and account reviews as needed.
• Build, maintain, and develop strong client relationships through effective written, verbal, and face-to-face communication.
• Ensure accurate logging of all complaints by reviewing individual cases.
• Drive the use of internal feedback to highlight and address issues across the business.
• Analyse complaints and internal feedback to identify root causes and improvement opportunities.
• Lead root cause and improvement programs, implementing corrective and preventative actions to reduce complaints and enhance the CSAT and ISAT process.
• Manage medium to large quality improvement projects, collaborating with colleagues, including senior management, in other departments to assure and improve service quality.
• Establish and maintain effective working relationships within the team, across the business, and with third parties to support and deliver objectives.

The Perfect Match: Your Skills & Talents

• Proven experience in Quality Assurance and complaint handling processes.
• Strong background in data analysis and analytical thinking.
• Exceptional communication skills, adaptable to various audiences.
• Impact-driven with outstanding communication and listening abilities.
• Proactive problem solver, confident in making informed decisions.
• Passionate about making a positive difference and achieving set targets.
• Resilient team player, enthusiastic about celebrating successes and promoting best practices.
• Demonstrated management experience and adept at stakeholder management.
• Proficient with numerical data and possessing intermediate Excel skills.

Perks That Make You Smile

• Access your pay as you earn it through our financial wellbeing platform ‘Wagestream’.
• Generous Annual Leave Entitlement that increases with length of service.
• Healthcare Cashback Plan - Health insurance products in the UK that helps people cover everyday healthcare needs.
• Discounts at over 30 merchants for you and up to 5 family members.
• Employee Assistance Program – 24-hour mental health support.
• Apprenticeships, Qualifications & Development Opportunities.
• Long-Service Awards, Wedding & New Baby Gifts.
• Up to 2 Paid Volunteer Days.
• Equality, Diversity & Inclusion Committee, CSR Committee, and Wellbeing Committee.
• Discounted taste card membership.
• Enjoy ‘the Brainworks’, our vibrant and collaborative office.

The Opportunity Awaits

Ready to apply? Submit your CV, we’d love to hear from you! Note that the successful candidate must be UK-based with the right to work in the UK.