Customer Quality Assurance Manager

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/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 salary

    • Gym membership

    • 24 days of holiday + bank holidays

    • Pension scheme

    • Training and development with recognized qualifications

    • Attendance at conferences and industry events

    • Annual off-site residential training

    • Access to an online training platform

    • Opportunities for global relocation with assistance

    • Weekly team socials

    • Enhanced maternity/paternity schemes

    • Supportive culture for career and personal growth.



    Interested? Apply now!




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