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.