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Form of work
SalaryOur 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
