Head of Quality Assurance

Im currently partnering with a fantastic, forward-thinking business thats looking to appoint a Head of Quality Assurance.

This is a senior, hands-on leadership role where youll take real ownership of both Customer Experience and Quality Assurance. Youll play a key part in ensuring customers consistently receive an exceptional experience, while the business maintains the highest regulatory and quality standards.

Youll be leading a small but experienced Customer Services team, working closely with senior stakeholders (including the CEO), and helping to drive continuous improvement across operations, systems, and processes. Its a role where your voice will genuinely matter.

• Leading and supporting a small Customer Services team day-to-day
• Acting as the escalation point for more complex or long-standing customer queries
• Improving service processes, policies, and ways of working
• Supporting with order processing, stock management, pricing, and shipping when needed
• Creating reports and KPIs to track performance and identify opportunities
• Building and embedding a strong, service-led culture across the business
• Working closely with Sales and senior leadership on forecasting and planning

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