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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