Head of Quality Assurance – Business Operations

A leading organisation is seeking an experienced Quality Assurance professional to strengthen service quality and operational consistency across its customer‑facing channels.

The role will be responsible for developing and managing a customer‑centric quality assurance framework across digital, telephone, in‑person and operational support channels.

The successful candidate will assess service performance, identify improvement opportunities and partner with key stakeholders to deliver a consistent and high‑quality customer experience.

Key Responsibilities

• Develop and implement a quality assurance framework across all customer service channels.
• Monitor customer interactions, operational processes and service delivery against agreed quality standards.
• Establish quality scorecards, assessment criteria and governance processes aligned with the organisation’s custo...