Hours: Monday – Thursday (11am – 8pm) Friday (11am – 6pm)
Location: Old Trafford, Manchester
Salary: £35,000 base - £40,000 OTE
Oversee: Client and Product Implementation
Reporting to: Head of Global Quality Assurance and Vice President of Client Implementation (Global)
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 split across the Client Implementation Division focusing on all 3 departments: New Client Activation, SFI and CCE fulfilment. 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 and product implementation experience
- 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 implementation 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 onboarding 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
The PH Perks you’ll get in return:
- Competitive salary and rewards
- Career development and progression directly linked to your performance
- All expenses paid company events in sought after venues
- Birthday time off to celebrate
- On-site barber and beautician
- Exciting social scene and lively atmosphere
- Creative, spacious offices with breakout areas and bar
- Fundraising initiatives for our registered charity – the PHMG Foundation
- Cycle to work scheme
- Smart pension scheme
About PHMG:
Established in 1998, PHMG has grown from a renowned Manchester-based business to the world’s leading audio branding agency – working with 36,000 clients in 54 countries across the globe. This expansive client list includes household names of the calibre of Samsung, Audi and Adidas, as well as SMEs in every sector of the global market. We give each of them a stellar production that combines creative copy, world-class voice artistry and an exclusive Brand-Sound-Track™ – strengthening their business identity in the most memorable, emotive way
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