Quality Manager in Sunderland

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