PHMG works with more than 36,000 clients across the globe – and we’re committed to delivering the very best service to every single one. This dedication to has led to the rapid expansion of our client care teams, as we continue to expand our impact, we are seeking a dedicated and detail-oriented individual to join our team as a Junior Quality Assurance Manager.

As a Junior Quality Assurance Manager, you will oversee the development and delivery of a robust internal audit function that delivers value and best practice to the internal governance of the business. You will work within the Quality Assurance Team to play a crucial role within the Client Services department. Reviewing all engagement with our client base and reporting effectively on all aspects of communication and processes. Supporting colleagues with daily tasks and reporting trends to Management in line with both short- and long-term objectives.

Your main tasks and time allocation will be dependent on the department’s key objectives. Quality Assurance will be crucial to ensure all relevant actions are completed correctly and in a timely manner. Key areas to monitor may include overseeing base allocation, implementation of process changes and targets, training, and support for both new starters and existing members of the team and to be a CRM champion.

Salary:  £30,000 basic and up to £31,000 OTE

Location: Old Trafford, Manchester

Hours: 4 and a half days: 1pm to 10pm Monday to Thursday, 1pm - 6pm Friday  

What you’ll be doing:

• To maximise the efficiency of the CRM software via verification, testing and reporting both before and after the software is installed, updated and/or upgraded
• Establishing measurable targets for each department and giving the support needed for these targets to be achieved
• Generate and deliver feedback and coaching to individuals and management via both written and verbal communication
• Identify and implement process improvement opportunities
• Review and provide feedback on account management of at-risk clients to ensure best practice has been actioned and to minimise the potential of future revenue loss.
• Ensure all changes along the client journey and processed correctly and the relevant data fields are completed on the CRM platform to reflect any amends within the account.
• Analyse and report on previously tentative accounts and the quality of actions taken post tentative resolution
• A focus to provide training and support to both new and existing members of the department

What you’ll need:

• Solid verbal and written communication skills with proven experience within a similar role
• Process driven mindset with high attention to detail 
• An ambitious self-starter with drive, creativity, and a commitment to first-class customer service
• Strong listening and writing skills and an ability to speak articulately and confidently
• High levels of attention to detail and expert organisation/time-management skills 
• Expertise with all standard PC software and CRM databases
• A commercial mindset to be able to balance client need with company business objectives 
• Commitment to your personal development and career growth 

The PH Perks you’ll get in return:

• Competitive salary and rewards
• Career development and progression directly linked to your performance
• Free gym membership at PureGym from your first month
• All expenses paid company events in sought after venues
• Birthday time off to celebrate
• On-site barber and beautician
• Exciting social scene and lively atmosphere
• Creative, spacious offices with breakout areas and bar
• Fundraising initiatives for our registered charity – the PHMG Foundation
• Cycle to work scheme
• Smart pension scheme

About PHMG:

Established in 1998, PHMG has grown from a renowned Manchester-based business to the world’s leading audio branding agency – working with 36,000 clients in 54 countries across the globe. This expansive client list includes household names of the calibre of Samsung, Audi and Adidas, as well as SMEs in every sector of the global market. We give each of them a stellar production that combines creative copy, world-class voice artistry and an exclusive Brand-Sound-Track™ – strengthening their business identity in the most memorable, emotive way

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