Quality Assurance Manager

About the role

The Quality Assurance Manager will oversee the development and delivery of a robust internal audit function to ensure quality standards are met across the business. This role focuses on reviewing client engagement, analyzing data and trends, and implementing process improvements to support the Client Retention department. The position involves coaching staff and management while ensuring high standards of communication and account management are maintained.

Responsibilities

• Partnering with the Head of QA to develop and enhance quality assurance strategies that support a seamless client retention function
• Support in monitoring the global inbox to ensure timely and effective responses and action taken
• Tracking and analysing data and trends to inform strategic decisions that improve the retention process and overall client journey
• Optimising CRM system performance through thorough verification, testing, and reporting before and after software installations, updates or upgrades
• Establishing measurable targets for each department and giving the support needed for these targets to be achieved
• Reviewing account management and client communication to ensure high standards are met; collecting data, delivering actionable feedback, and coaching individuals and management through various communication channels
• Identifying and executing process improvements that enhance the client journey and product implementation journey
• Assessing the account management of at-risk clients to ensure best practices are followed, supporting client retention and reducing the risk of future revenue loss

Required skills

• Data analysis
• Project management
• Communication
• Excel
• Critical thinking

About the Company

Established in 1998, PHMG is the world's leading audio branding agency, partnering with almost 40,000 clients across more than 50 countries. In 2025, the company became an employee-owned business with over 800 colleagues across six global offices. They are recipients of the King's Award for Enterprise, recognized for innovation, growth, and performance excellence.