The Opportunity
An exciting opportunity has arisen for an experienced Quality Service Manager to join a growing organisation within its customer operations function. This is a newly created role with the scope to shape and influence service quality across the entire operation.

As the recruiter supporting this search, we are seeking a passionate, data-driven quality specialist who thrives in operational environments and knows how to turn insights into meaningful, long-term improvements.

The Quality Service Manager will lead the development, implementation, and ongoing refinement of service quality frameworks across multi-channel customer operations. You’ll play a pivotal role in identifying root causes, improving customer experience, and driving "right first time" outcomes.
Working closely with operational leaders, continuous improvement teams, and learning & development, you’ll ensure that quality standards not only exist, but are understood, embedded, and continuously improved.

Key Responsibilities
*Own the quality performance agenda for customer operations, including contact centre teams
*Analyse datasets, KPIs, QA scoring, Trustpilot, CSAT and Salesforce insights to identify trends and improvement opportunities.
*Design and deliver responses and improvements based on insights, presenting findings clearly to stakeholders.
*Establish proactive metrics to identify risks such as customer attrition, working collaboratively to mitigate them.
*Conduct root cause analysis on complaints, failure points and service breaks, ensuring preventative action.
*Oversee and continuously evolve the quality framework, including coaching, calibration and performance tracking.
*Ensure AI-enabled quality monitoring is accurate, reliable and effectively used.
*Partner with other business areas to enhance service delivery and support continuous improvement initiatives.

What we’re looking for
Skills & Competencies
*Strong understanding of quality frameworks, call monitoring and service standards.
*Able to interpret and manipulate large datasets with confidence.
*Exceptional communication skills — able to coach, influence, and present findings at all levels.
*Skilled in identifying underlying issues and implementing sustainable improvements.
*Experience working in environments with high call or case volume.
*Strength in training design/delivery and supporting operational teams.
*Confident dealing with escalated or dissatisfied customers when required.

Experience Required
Essential:
*Experience in customer service quality management, QA frameworks or service auditing.
*Strong background in complaints resolution, case review or call monitoring.
*Ability to translate insights into actionable, people-focused solutions.
*Experience designing and embedding service quality improvements.

Desirable:
*Leadership within a contact centre or service environment.
*Experience using AI-led quality tools.
*Background in managed services or similar sectors.

Next Steps
Please apply online or email your CV to if you are interested in this opportunity.