Quality Assurance Manager

Posted 6 April by thebigword

thebigword is a world-leading provider of translation, interpretation and language technology solutions. Established over 30 years ago, thebigword has a solid reputation amongst its customers as a trusted development partner. thebigword’s language technology enables customers to connect with their global markets by helping to break down the barriers to communication. Investment in the latest technologies provides a variety of solutions including the ability to automate workflows to drive efficiencies and improve quality.

The purpose of this role will be to establish and implement the quality assurance framework to oversee and improve quality across the business.

Key Responsibilities:

Design, implement and manage a quality assurance model throughout the business

  • Use quality assurance and other key measures of quality (including complaints and CSAT) to understand current performance and improvement opportunities
  • Provide analysis and insight on emerging trends or developments in each area that will impact customer satisfaction/experience. Produce clear recommendations for how any gap in quality can be closed
  • Work closely with other departments to baseline the current performance and deliver improvements that drives sustainable and measurable improvement to quality
  • Review of process across the business, verifying that quality objectives are met
  • Develop a clear understanding of current process capability and design. Understand how to identify and react to out of control processes
  • Support business goals by providing documented feedback to enable Managers to coach and support their teams in delivering a great customer experience, providing consistency, understanding and knowledge of the quality standards
  • Engage with clients to understand their requirements and develop relationships and partnerships to improve customer satisfaction
  • Promote awareness and raise the profile of quality assurance across the business to ensure a consistent approach is adopted across all business areas

Knowledge, Skills & Experience

  • 5 Years’ experience in Quality Assurance, in a commercially focussed organisation
  • Understanding of quality assurance frameworks and other measures of quality such as complaints and CSAT
  • Manage time and prioritise effectively to deliver to tight deadlines
  • Numeracy / Financial awareness / Commercial thinking
  • Stakeholder Management / Networking
  • Experienced using complex data sets / Analytical thinking
  • Influencing
  • Adaptable communication
  • Strong Excel skills

thebigword will offer a full training and support program with competitive rates of pay and the opportunity to be part of the most prestigious and fastest growing language service organisations.
thebigword is committed to encouraging diversity and opposing all forms of discrimination in our working environment. Our aim is that our workforce will be truly representative of all sections of society and each employee feels respected and able to give of their best. As an international company that operates worldwide and due to the nature of our industry we are a multicultural company. We have a large diverse client base which demands diversity amongst our employees to be able to service our clients effectively, thus meaning we employ people from different cultures and we do not discriminate against people on grounds of race, ethnic origin, colour, nationality, religion, age, gender reassignment, marital status, sexual orientation, or disability

Required skills

  • Continuous Improvement
  • Quality Assurance

Reference: 34845217

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