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Quality Excellence Manager, bolton, greater manchester
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Client:
Midea UK
Location:
bolton, greater manchester, United Kingdom
Job Category:
Other
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EU work permit required:
Yes
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Job Views:
3
Posted:
26.08.2025
Expiry Date:
10.10.2025
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Job Description:
The UK Quality Excellence Manager, reporting to the Head of Service, is tasked with overseeing all quality-related matters within the Midea UK. This role includes managing contact centre operations and enhancing customer satisfaction (CSAT). Key responsibilities involve establishing and monitoring Failure Call Rates (FCR), proactively analysing field failure data, and collaborating with factories and product divisions to implement corrective actions for product design and range. The role also focuses on driving and challenging improvements in individual product categories through close coordination with field operations and factories, ensuring efficient and effective service delivery within the contact centre.
Aligned with Midea's vision to bring great innovations to life and its mission to integrate with the world and inspire the future, the UK Quality Excellence Manager will embody customer-centric values, dedication, collaboration, and innovation to continuously elevate product and service quality.
Key Operational Responsibilities:
* Continuously improve product category Failure Call Rate (FCR) by liaising with Service Partners, factories, product lines, and contact centre teams to successfully implement plans for improvements.
* Assist the Technical Product Trainer in identifying training requirements for both internal and external stakeholders (Retailers, Service Partners, Contact Centre Agents) to enhance product knowledge, quality of repairs, and consumer satisfaction.
* Oversee the daily operations of the contact centre, ensuring efficient and effective service delivery.
* Develop and implement strategies to improve customer service quality and operational efficiency within the contact centre.
* Monitor key performance indicators (KPIs) and prepare regular reports on contact centre performance.
* Handle escalated customer inquiries and complaints, ensuring timely and satisfactory resolution.
* Collaborate with other departments to align contact centre operations with overall business objectives.
* Stay updated on industry trends and best practices to continuously enhance the contact centre's performance.
* Manage and analyse customer satisfaction (CSAT) scores to identify areas for improvement and implement strategies to enhance customer experience.
Core Roles:
* Product Quality: Consult with worldwide Midea factories.
* Analysis: Identify product and component issues through UK Failure Call Rates and report on these.
* Support: Drive FCR improvements at both factory and product line/category levels.
* Reporting: Provide product line with monthly analytical reports using the Midea reporting systems.
* Training Needs: Identify Service Partner and contact centre training needs, in liaison with UK Service Manager & Technical Product Trainers.
* Liaison: Oversee interactions with Primary Authority, Trading Standards, British Standards, Government agencies, and trade associations.
* Crisis Management: Provide support for any product safety issues.
* Job Analysis: Support Service Management in job analysis.
* Data Quality: Analyse data quality in reporting from Service Partners and contact centre.
* Sales Support: Assist Sales Teams with reporting, product knowledge, and field support.
* Bonding Process: Work with Logistics and Demand Planning to ensure resolution of product issues and maintain supply.
Additional Responsibilities:
* Provide technical product input/support for new model launches within the UK cluster.
* Support Midea (HAZNOT) process in conjunction with the Product Safety Department.
* Assist with budget preparation.
* Review relevant consumer surveys as required and provide feedback to the UK Customer Support team.
* Support specific projects as needed.
* Provide technical cross-category cover within the team as required.
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