Futures recruitment are looking to appoint a Head of Quality to lead and develop all quality assurance and aftersales functions for a well known manufacturing business. This role is critical in ensuring that products and services consistently meet the highest quality standards while delivering an exceptional customer experience throughout the post-sale journey.
The successful candidate will oversee quality control processes, customer support operations, warranty management, and continuous improvement initiatives. Working cross-functionally with operational, technical, and customer-facing teams, the Head of Quality will drive a culture of quality excellence, operational efficiency, and customer satisfaction.
Key Responsibilities
* Lead and manage all quality assurance and aftersales activities across the business.
* Develop, implement, and maintain quality standards, procedures, and compliance frameworks.
* Oversee quality control processes to ensure products and services consistently meet company and customer expectations.
* Manage customer support and warranty functions to deliver a high-quality post-sale experience.
* Investigate customer complaints, identify root causes, and implement corrective actions.
* Drive continuous improvement initiatives to enhance operational performance and customer satisfaction.
* Monitor and report on key quality and service performance metrics.
* Collaborate with internal departments to improve processes, product reliability, and service delivery.
* Ensure compliance with relevant industry regulations, standards, and best practices.
* Lead, mentor, and develop quality and aftersales teams to achieve business objectives.
Key Skills & Experience
* Proven experience in a senior quality management or aftersales leadership role.
* Strong understanding of quality assurance systems, processes, and continuous improvement methodologies.
* Experience managing customer support, warranty, or aftersales operations.
* Excellent problem-solving, analytical, and decision-making skills.
* Strong leadership and stakeholder management capabilities.
* Customer-focused mindset with a commitment to service excellence.
* Ability to work effectively in a fast-paced and evolving environment.
* Strong communication and organisational skills.
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