Quality Assurance Manager

PHMG works with more than 36,000 clients across the globe – and we're committed to delivering the very best service to every single one. This dedication to has led to the rapid expansion of our client care teams, as we continue to expand our impact, we are seeking a dedicated and detail-oriented individual to join our team as a Quality Assurance Manager. As a Quality Assurance Manager, you will assist in the management of the quality assurance team providing coaching, leadership and guidance, whilst also overseeing the development and delivery of a robust internal audit function that delivers value and best practice to the internal governance of the business. The Quality Assurance Team play a crucial role within the Client Services department. You will be responsible for reviewing all engagement with our client base, reporting effectively on processes, analysing the data and trends to ensure that quality standards are consistently met across projects and departments and identifying and implementing relevant process improvements. Salary: £34,000 base (£39,000 OTE) Location: Old Trafford, Manchester Hours: Monday to Friday 8.45am to 5.15pm Job Role As a Quality Assurance Manager, you will oversee the development and delivery of a robust internal audit function that delivers value and best practice to the internal governance of the business. The Quality Assurance Team play a crucial role within the Client Services department. You will be responsible for reviewing all engagement with our client base, reporting effectively on processes, analysing the data and trends to ensure that quality standards are consistently met across projects and departments and identifying and implementing relevant process improvements. Your time will be mainly focused on the Client Retention department however your main objectives and time allocation will be dependent on department key objectives. Responsibilities: • Partnering with the Head of QA to develop and enhance quality assurance strategies that support a seamless client retention function • Support in monitoring the global inbox to ensure timely and effective responses and action taken • Tracking and analysing data and trends to inform strategic decisions that improve the retention process and overall client journey • Optimising CRM system performance through thorough verification, testing, and reporting before and after software installations, updates or upgrades • Establishing measurable targets for each department and giving the support needed for these targets to be achieved • Reviewing account management and client communication to ensure high standards are met; collecting data, delivering actionable feedback, and coaching individuals and management through various communication channels • Identifying and executing process improvements that enhance the client journey and product implementation journey • Assessing the account management of at-risk clients to ensure best practices are followed, supporting client retention and reducing the risk of future revenue loss Requirements: • Proven experience in data analysis with a view towards quality assurance • Possess excellent organisation, time and project management skills to deliver on time against competing priorities • Excellent communication and interpersonal skills, extending to C-level • Confident working independently and with management, with the ability to shape their workload and contribute innovative ideas backed by data • Proficient in Excel with a comprehensive understanding of its functions and features • Be a critical thinker with sound judgement skills and have the ability to identify potential risks and propose mitigating strategies About PHMG: Established in 1998, PHMG has grown from a Manchester-founded