Head of Quality Assurance

I’m currently partnering with a fantastic, forward-thinking business that’s looking to appoint a
Head of Quality Assurance
.

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

You’ll 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. It’s a role where your voice will genuinely matter.

What you’ll be doing

Customer Services & Operations

• 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

Quality Assurance

• Taking ownership of quality standards across the business

• Monitoring processes and documentation to ensure compliance and consistency

• Acting as the main point of contact for all QA matters

• Driving continuous improvement across QA and operations

• Managing quality records, audits, and regulatory documentation

• Liaising with external auditors and quality bodies as required

This role would be a great fit for someone who:

• Enjoys staying hands‑on while also thinking strategically

• Can lead, motivate and develop a small team