Quality Assurance Manager

Quality Assurance Manager – Client Retention

Hours: Monday – Thursday (11am – 8pm) Friday (11am – 6pm)

Location: Old Trafford, Manchester

Oversee: Client and Product Implementation

Reporting to: Head of Global Quality Assurance and Vice President of Client Implementation (Global)

Job Role

As a Quality Assurance Manager, you will oversee the development and delivery of a robust internal audit function that delivers value and best practice to the internal governance of the business.

The Quality Assurance Team play a crucial role within the Client Services department. You will be responsible for reviewing all engagement with our client base, reporting effectively on processes, analysing the data and trends to ensure that quality standards are consistently met across projects and departments and identifying and implementing relevant process improvements.

Your time will be mainly focused on the Client Retention department however your main objectives and time allocation will be dependent on department key objectives.

Responsibilities:

• Partnering with the Head of QA to develop and enhance quality assurance strategies that support a seamless client retention function
• Support in monitoring the global inbox to ensure timely and effective responses and action taken
• Tracking and analysing data and trends to inform strategic decisions that improve the retention process and overall client journey
• Optimising CRM system performance through thorough verification, testing, and reporting before and after software installations, updates or upgrades
• Establishing measurable targets for each department and giving the support needed for these targets to be achieved
• Reviewing account management and client communication to ensure high standards are met; collecting data, delivering actionable feedback, and coaching individuals and management through various communication channels
• Identifying and executing process improvements that enhance the client journey and product implementation journey
• Assessing the account management of at-risk clients to ensure best practices are followed, supporting client retention and reducing the risk of future revenue loss

Requirements:

• Proven experience in data analysis with a view towards quality assurance
• Possess excellent organisation, time and project management skills to deliver on time against competing priorities
• Excellent communication and interpersonal skills, extending to C-level
• Confident working independently and with management, with the ability to shape their workload and contribute innovative ideas backed by data
• Proficient in Excel with a comprehensive understanding of its functions and features
• Be a critical thinker with sound judgement skills and have the ability to identify potential risks and propose mitigating strategies

About PHMG:

At PHMG, our drive to innovate fuels everything we do – our culture, our work, and our mission. We are employee-owned and proud recipients of the King’s Award for Enterprise, recognised for innovation, growth, and performance excellence.

This commitment to doing things differently inspired our journey, starting back in 1998 in the UK. We saw the need for a fresh approach to audio branding, one that harmonizes creativity, technology, and results. Today we serve over 37,000 clients across 50+ countries, helping businesses to elevate their brand and customer experience by embracing the power of sound.

Our prestigious client list includes global giants like Coca-Cola, Samsung, Adidas, and Audi. But it’s not just about the big names; we also pride ourselves on supporting SMEs across virtually every sector, providing each with world-class audio branding solutions.

For those with the talent, drive, and ambition, PHMG offers a vibrant workplace with over 800 colleagues across six global offices. Here, you’ll collaborate with some of the brightest minds in the industry, all united by a passion for innovation and excellence.

Joining PHMG means becoming part of a company that values creativity, embraces diversity, and fosters professional growth. Sound good?