Quality Manager

Our client a leading consultancy in Hull Centre are looking to recruit an experienced Quality Manager for their fast growing business.

We are looking to recruit a proactive Quality Manager who shares the companies commitment to excellence in customer experience. The successful candidate will thrive in a fast-paced environment and play a key role in driving continuous improvement within our organisation.

Key Responsibilities:

Quality Management of All Services

• Logging and managing concerns, complaints, compliments, and feedback from clients.
• Providing feedback to clients and ensuring resolution of issues by liaising with Department Heads.

Performance Monitoring and Improvement

• Monitoring KPIs and contract fulfilment, identifying improvement areas, and collaborating with Contract Managers.
• Analysing trends in client issues and implementing strategies for improvement.

Customer Engagement and Satisfaction

• Managing client Datix's and conducting customer satisfaction surveys.
• Increasing survey response rates, reviewing feedback, and implementing improvement plans in collaboration with internal staff and clients.

Quality Assurance

• Monitoring and responding to reviews and ratings online
• Assisting Sales team by providing case studies
• Working closely with the Engagement Team to identify and improve delivery of our services.
• Implementing feedback strategies from service users to enhance overall service quality.

Education, skills and competencies

Essential:

• Excellent knowledge of the English language
• Excellent written communication skills
• Excellent attention to detail
• Excellent verbal communication skills
• Qualified to A’ level standard or equivalent
• Sound knowledge of MS Office software
• Ability to think clearly using logic and reasoning
• Administration skills
• Ability to use initiative.

Desired:

• Excellent communication skills, both spoken and written
• Be confident with ability to engage with colleagues at all levels to extract information concisely, set deadlines and ensure effective resolution is reached
• Have strong organisational skills and be able to manage multiple tasks at any given time
• Project Management experience
• Good IT skills across a broad range of applications including MS Word, MS Excel, MS PowerPoint
• Ability to interact professionally at all times