Head of Quality

Futures recruitment are looking to appoint a Head of Quality to lead and develop all quality assurance and aftersales functions for a well known manufacturing business. This role is critical in ensuring that products and services consistently meet the highest quality standards while delivering an exceptional customer experience throughout the post-sale journey.

The successful candidate will oversee quality control processes, customer support operations, warranty management, and continuous improvement initiatives. Working cross-functionally with operational, technical, and customer-facing teams, the Head of Quality will drive a culture of quality excellence, operational efficiency, and customer satisfaction.

Key Responsibilities

Lead and manage all quality assurance and aftersales activities across the business.
Develop, implement, and maintain quality standards, procedures, and compliance frameworks.
Oversee quality control processes to ensure products and services consistently meet company and customer expectations.
Manage customer support and warranty functions to deliver a high-quality post-sale experience.
Investigate customer complaints, identify root causes, and implement corrective actions.
Drive continuous improvement initiatives to enhance operational performance and customer satisfaction.
Monitor and report on key quality and service performance metrics.
Collaborate with internal departments to improve processes, product reliability, and service delivery.
Ensure compliance with relevant industry regulations, standards, and best practices.
Lead, mentor, and develop quality and aftersales teams to achieve business objectives.
Key Skills & Experience

Proven experience in a senior quality management or aftersales leadership role.
Strong understanding of quality assurance systems, processes, and continuous improvement methodologies.
Experience managing customer support, warranty, or aftersales operations.
Excellent problem-solving, analytical, and decision-making skills.
Strong leadership and stakeholder management capabilities.
Customer-focused mindset with a commitment to service excellence.
Ability to work effectively in a fast-paced and evolving environment.
Strong communication and organisational skills