Are 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 challenge?Insignis 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/QualificationsProven 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!
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