STR Group Limited
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Customer Quality Assurance Manager Engaged Part - 2
Description:
Job Title: Customer Quality Assurance ManagerLocation: LondonJob Type: Full-Time, PermanentSalary: £50,000 - £60,000Are you a Customer Quality Assurance Engineer or Analyst with a passion for delivering exceptional service quality Do you have experience building and managing a team, or are you eager to take on that challengeInsignis Talent is working with a rapidly growing Managed Security Service Provider MSSP that is actively seeking a Customer Quality Assurance Manager to join their team on a permanent basis. In this key role, you will be pivotal in establishing a dedicated quality assurance function within the organization.Initially taking a hands-on approach, you will ensure the company’s products and services consistently meet both customer expectations and regulatory requirements, while also implementing company-wide internal quality standards. By fostering a culture of continuous improvement, you will drive initiatives to monitor, enhance, and sustain service quality across the customers.As a Customer Quality Assurance Manager, you will: Customer Feedback & Issue Resolution Lead the analysis of customer feedback, complaints, and returns to spot quality issues.Be the primary contact for resolving customer quality concerns promptly.Implement corrective and preventative actions CAPA to avoid future issues. Quality Standards & Compliance Develop and monitor quality assurance processes aligned with company standards.Ensure products/services meet customer needs and comply with service level agreements.Conduct internal audits to maintain and improve quality. Continuous Improvement Collaborate across teams SOC, Integration, Platform, Change to drive quality improvements.Use data and metrics to enhance efficiency, quality, and customer satisfaction.Lead root cause analysis and guide process improvements. Team Leadership Grow and manage the Quality Assurance team, fostering accountability and continuous improvement.Facilitate cross-functional collaboration to meet customer quality expectations. Reporting & Documentation Prepare reports on quality performance, KPIs, and improvement plans.Maintain up-to-date documentation of quality processes and feedback.Present quality metrics and initiatives to senior management. Skills/Experience/Qualifications Proven experience in quality assurance focused on customer satisfaction.Background in MSSP/Security Operations SOC.Proficiency in quality management tools and systems. What’s in it for you Competitive salaryGym membership24 days of holiday + bank holidaysPension schemeTraining and development with recognized qualificationsAttendance at conferences and industry eventsAnnual off-site residential trainingAccess to an online training platformOpportunities for global relocation with assistanceWeekly team socialsEnhanced maternity/paternity schemesSupportive culture for career and personal growth. Interested Apply now
Company:
STR Group
Posted:
October 16 on Careers4a
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