Quality Manager in Cheltenham

Lead quality assurance, quality control and continuous improvement across Ecctis assessment services. At Ecctis, our vision is to be the acknowledged global leader in the international qualifications and recognition arena. Our mission is to be the preferred source of expert advice on the recognition and comparability of qualifications and skills internationally, building on our advanced research and our established knowledge and experience of education systems across the world. Ecctis delivers a wide range of services, products, and projects in the field of international education. We help make sense of international qualifications and support a range of clients including individuals, universities, colleges, awarding bodies and government ministries.

Purpose of role: The Quality Manager plays a vital role within the Individual Services Group (ISG). The role is responsible for quality assurance and quality control within the department, ensuring services are consistently delivered to a high standard. Overseeing the reassessments, complaints and appeals processes, the role helps ensure our assessments are fair and correct. The role also involves line managing colleagues within ISG, providing coaching, support and regular feedback.

Key responsibilities:

• Manage a small team of direct reports, fostering professional development.
• Set clear and measurable objectives for the team, stretching individual performance.
• Proactively manage team performance through one‑to‑ones, performance appraisals, training and coaching, ensuring the team is up‑skilled and cross‑skilled to support the wider department.
• Work in collaboration with other Team Leaders and Managers to ensure consistency in approaches to line management.
• Make decisions in line with company policy and priorities.
• Complete all administrative tasks associated with line management, such as processing leave requests and return‑to‑work interviews.
• Lead by example, showing personal enthusiasm and support for, and understanding of, organisational strategy, objectives and goals.
• Act as an effective role model for the team.
• Support the mentoring of Team Leaders across the group.

Quality assurance, quality control and training:

• Ensure effective quality assurance and quality control processes are in place for all service areas in ISG, working collaboratively with other managers and Team Leaders where needed.
• Take full ownership of, and oversee, the monthly spot‑checking process for completed applications.
• Regularly review quality control processes, identifying and implementing improvements.
• Draft and update team manuals, guidance, policies and relevant quality documentation.
• Support line managers in delivering quality‑related feedback.
• Facilitate a culture of open, honest feedback and continuous improvement.
• Ensure effective onboarding and new starter training plans and resources are in place.
• Design and deliver engaging and effective training.
• Provide guidance and support to the team in designing and delivering high‑quality, engaging training, offering constructive feedback to continuously improve training delivery.

Reassessments and complaints:

• Oversee the complaints and reassessment processes within the Evaluations Team, ensuring they run effectively and efficiently, and that deadlines are met.
• Identify trends in reassessment requests and consider associated impacts.
• Identify ways to improve the customer experience, using data from reassessment requests.
• Analyse customer complaints and escalations, seeking root causes and suggesting effective solutions.

Reporting and data management:

• Produce monthly reports on ISG’s quality of work, reassessments and complaints for varying stakeholders, analysing data and making suggestions for improvements and training.
• Contribute to external reports for the authorities.
• Work with RDI to ensure relevant information is kept up to date and stored in an effective way.

Skills and experience required:

• Proven ability to develop and implement processes and procedures.
• Experience in a fast‑paced, customer‑facing environment, delivering high‑quality customer service.
• Strong time management and organisational skills, with the ability to effectively manage their own and the team’s workload, meet deadlines and respond to changing priorities.
• Ability to collaborate and add valuable input to ISG management discussions and initiatives.
• Excellent interpersonal, verbal and written communication skills.
• Excellent attention to detail.
• Data‑driven, with the ability to use various data points to inform and drive change.
• Strong analytical and problem‑solving ability.
• Ability to effectively identify and handle complex performance and behavioural issues.
• Ability to adapt their management and training styles.
• Sound understanding of quality control processes and systems.
• Highly IT literate, particularly in Word, Outlook, Excel and reporting.

Person specification:

• Solutions‑oriented, dealing with challenges head on and seeing them through to resolution.
• Able to work autonomously, with demonstrable confidence in delivering projects and managing people.
• Driven by, demonstrates and proactively promotes our company values, actively showing attitudes and behaviours that align with those values.
• A can‑do attitude, flexible and able to adapt to changing priorities within a fast‑paced environment.
• Takes full ownership and responsibility for their own workload, as well as the performance of their team.
• Passionate about driving service through quality.
• Driven by improvements in others through coaching and mentoring.
• A strategic thinker, demonstrating an understanding of the business and the wider impacts of our services.
• Confident decision‑maker, able to show empathy while remaining pragmatic and adhering to company policies.
• Creative, innovative and continuously seeks to make improvements.

Education and qualifications:

• Degree educated.
• Leadership and management training is desirable.

Please note: All applicants must hold a current permit or visa showing their right to work in the UK. This role profile is intended to give an overall indication of the duties and responsibilities of this role but is not exhaustive and the job holder may be asked to perform other duties, which reasonably align with the general remits of their role and level of responsibility.

EDI statement: Ecctis Ltd is committed to fostering a culture of inclusivity and connectedness. The core of our work involves working internationally with individuals all over the globe with different backgrounds. In recruiting for our organisation, Ecctis Ltd is an Equal Opportunities Employer, and welcomes the unique contributions you can bring; therefore, we specifically welcome applicants of all backgrounds, regardless of race (including colour, nationality, and ethnic or national origin), sex or gender, gender reassignment, sexual orientation, religion or belief, age, marriage or civil partnership, pregnancy and maternity, or disability. We recruit purely on merit and skills.