Overview
I’m currently partnering with a fantastic, forward-thinking business that’s looking to appoint a Head of Quality Assurance.
This is a senior, hands-on leadership role where you’ll take real ownership of both Customer Experience and Quality Assurance. You’ll play a key part in ensuring customers consistently receive an exceptional experience, while the business maintains the highest regulatory and quality standards.
You’ll be leading a small but experienced Customer Services team, working closely with senior stakeholders (including the CEO), and helping to drive continuous improvement across operations, systems, and processes. It’s a role where your voice will genuinely matter.
Responsibilities
* Leading and supporting a small Customer Services team day-to-day
* Acting as the escalation point for more complex or long-standing customer queries
* Improving service processes, policies, and ways of working
* Supporting with order processing, stock management, pricing, and shipping when needed
* Creating reports and KPIs to track performance and identify opportunities
* Building and embedding a strong, service-led culture across the business
* Working closely with Sales and senior leadership on forecasting and planning
* Taking ownership of quality standards across the business
* Monitoring processes and documentation to ensure compliance and consistency
* Acting as the main point of contact for all QA matters
* Driving continuous improvement across QA and operations
* Managing quality records, audits, and regulatory documentation
* Liaising with external auditors and quality bodies as required
Qualifications
* This role would be a great fit for someone who:
* Enjoys staying hands-on while also thinking strategically
* Can lead, motivate and develop a small team
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