Quality Manager in Kingston upon Hull - CV-Library

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