Head of Quality

Job Title: Head of Quality – Business Process Outsourcing (BPO)
Location: Manchester (hybrid – 3 days in office, 2 days WFH)
Salary: £50,000

We are seeking an experienced and driven Head of Quality to lead our clients quality strategy and performance across their business process outsourcing (BPO) operations. This is a key leadership role, responsible for shaping, implementing, and embedding a culture of quality excellence that supports both operational delivery and client satisfaction.

Key Responsibilities

• Own and lead the overall quality strategy across the organisation’s BPO services.
• Develop, implement, and monitor robust quality frameworks, policies, and processes.
• Ensure compliance with regulatory standards, contractual obligations, and industry best practice.
• Lead a team of quality professionals, setting clear objectives, providing coaching, and driving high performance.
• Partner with senior stakeholders to align quality standards with business objectives and client requirements.
• Analyse quality data, trends, and feedback to identify areas for improvement and implement corrective actions.
• Champion a culture of continuous improvement, customer focus, and operational excellence.
• Serve as the primary point of contact for quality matters with clients, auditors, and regulators.

Skills & Experience

• Proven track record in a senior quality leadership role within a BPO environment (essential).
• Strong understanding of quality management systems, compliance, and process optimisation.
• Demonstrable experience in developing and embedding quality strategies at scale.
• Excellent leadership skills, with the ability to inspire, influence, and engage teams.
• Strong analytical and problem-solving capabilities, with experience in root cause analysis and corrective action planning.
• Excellent stakeholder management and communication skills.

What We Offer

• Competitive salary of £50,000.
• Opportunity to shape and lead the quality function of a growing BPO organisation.
• Collaborative and supportive leadership environment.

JDRCC
JDR is acting as an Employment Agency in relation to this vacancy.