Head of Quality Assurance

Overview

An established organisation is seeking a seasoned Quality Assurance leader to enhance service quality and ensure operational consistency across various customer-oriented channels.

This role encompasses the design and administration of a customer-focused quality assurance framework that operates across digital, telephone, face-to-face, and operational support platforms. The successful candidate will evaluate service performance, pinpoint areas for improvement, and collaborate with key stakeholders to establish a uniform and exceptional customer experience.

Key Duties

• Create and implement a comprehensive quality assurance structure covering all customer service outlets.
• Supervise customer engagements, operational workflows, and service outputs to ensure alignment with established quality benchmarks.
• Develop quality scorecards, evaluation standards, and governance frameworks consistent with the organisation's customer-centric model.
• Examine customer input, complaints, and service data to detect patterns and recommend enhancements.
• Perform root cause analyses and suggest corrective and preventive measures.
• Collaborate across Customer Experience, Digital, Operations, and Support units to refine the end-to-end customer journey.
• Generate management reports and dashboards that spotlight service quality, risks, and improvement opportunities.
• Assist in shaping service standards, operational procedures, and employee coaching initiatives.
• Ensure that quality protocols comply with internal policies and recognized industry best practices.
• Champion a culture centered on customer focus, operational excellence, and ongoing enhancement.

Candidate Requirements

• Proven experience in quality assurance, service quality, customer experience, or operational management.
• Background working in complex, customer-driven organisations.
• Track record in overseeing quality across diverse service channels.
• In-depth knowledge of customer journeys, complaint analysis, and service enhancement.
• Expertise in developing quality frameworks, scorecards, key performance indicators, and reporting dashboards.
• Strong analytical and problem-solving skills.
• Exceptional abilities in stakeholder engagement, communication, and influence.
• Familiarity with Lean, Six Sigma, or continuous improvement approaches is beneficial.

The Opportunity

This position presents a chance to influence the adoption of a customer-centric service approach within a sizable and evolving organisation. It offers extensive interaction across customer experience, business operations, and service transformation, allowing the candidate to drive quantifiable enhancements throughout the customer journey.