Head of Quality Assurance

Head of Quality Assurance – Business OperationsA leading organisation is seeking an experienced Quality Assurance professional to strengthen service quality and operational consistency across its customer-facing channels.The role will be responsible for developing and managing a customer-centric quality assurance framework across digital, telephone, in-person and operational support channels.The successful candidate will assess service performance, identify improvement opportunities and partner with key stakeholders to deliver a consistent and high-quality customer experience.Key ResponsibilitiesDevelop and implement a quality assurance framework across all customer service channels.Monitor customer interactions, operational processes and service delivery against agreed quality standards.Establish quality scorecards, assessment criteria and governance processes aligned with the organisation’s customer-centric service model.Analyse customer feedback, complaints, service data and quality results to identify trends and improvement opportunities.Conduct root-cause analysis and recommend corrective and preventive actions.Work with Customer Experience, Digital, Operations and Support teams to improve end-to-end customer journeys.Produce management reports and dashboards highlighting service quality, risks and areas for improvement.Support the development of service standards, operating procedures and employee coaching programmes.Ensure quality processes align with internal policies and recognised industry best practices.Promote a culture of customer focus, operational excellence and continuous improvement.Candidate RequirementsStrong experience in quality assurance, service quality, customer experience or business operations.Experience within a complex, customer-focused organisation.Demonstrated experience managing quality across multiple service channels.Strong understanding of customer journeys, complaint analysis and service improvement.Experience developing quality frameworks, scorecards, KPIs and reporting dashboards.Strong analytical and problem-solving capabilities.Excellent stakeholder management, communication and influencing skills.Knowledge of Lean, Six Sigma or continuous improvement methodologies would be advantageous.The OpportunityThis is an opportunity to help shape a customer-centric service model within a large and evolving organisation. The role offers broad exposure across customer experience, business operations and service transformation, with the ability to deliver measurable improvements across the customer journey.