Management & LeadershipAdministrative and commercial managersISCO 1219
quality services manager
Quality services managers manage the quality of services in business organisations. They ensure the quality of in-house company operations such as customer requirements and service quality standards. Quality services managers monitor the company's performance and implement changes where necessary.
About quality services manager
As a quality services manager, you will oversee and enhance the quality of services delivered by your organization. You will develop and implement quality standards, monitor business processes, and ensure that both internal operations and customer-facing services meet established benchmarks. Your day-to-day responsibilities include conducting quality audits, analyzing performance data, identifying areas for improvement, and collaborating with department managers to implement corrective actions. You will also train staff on quality procedures and ensure compliance with organizational guidelines and industry regulations.
Key Work Functions
Core areas of responsibility for a quality services manager.
1
Quality Auditing and Monitoring
- Conduct regular quality audits across business operations to assess compliance with established standards
- Monitor key performance indicators and service delivery metrics to track quality levels
- Analyze test data and performance reports to identify quality issues and trends
2
Quality Standards Development
- Define and establish quality standards aligned with industry best practices and customer requirements
- Create quality assurance methodologies and documentation for organizational processes
- Implement database quality standards to ensure data integrity and accuracy
3
Process Improvement and Implementation
- Identify bottlenecks and inefficiencies in business processes and develop improvement solutions
- Lead implementation of process improvements and changes across departments
- Create action plans to address identified quality issues and track their resolution
4
Staff Training and Development
- Train staff members on quality procedures, standards, and best practices
- Develop training materials and conduct workshops on quality assurance methodologies
5
Stakeholder Collaboration
- Liaise with department managers and other stakeholders to communicate quality objectives and expectations
- Work with managers to develop action plans for addressing quality gaps and non-conformities
European Skills Framework
Skills and knowledge areas required for this occupation based on European classification.
Essential (17)
corporate social responsibilitycorporate social responsibilityThe handling or managing of business processes in a responsible and ethical manner considering the economic responsibility towards shareholders as equally important as the responsibility towards envir...quality standardsquality standardsThe national and international requirements, specifications and guidelines to ensure that products, services and processes are of good quality and fit for purpose.business processesbusiness processesProcesses which an organisation applies to improve efficiency, set new objectives and reach goals in a profitable and timely manner.database quality standardsdatabase quality standardsTechniques and methods of estimation and evaluation of system quality and overall database quality, as well as the set quality standards and regulations.quality assurance methodologiesquality assurance methodologiesQuality assurance principles, standard requirements, and the set of processes and activities used for measuring, controlling and ensuring the quality of products and processes.business knowledgebusiness knowledgeA firm's functions, the processes and tasks which are employed to accomplish those functions and the relationship of those functions, processes and tasks to each of the functions, processes and tasks ...create solutions to problemscreate solutions to problemsSolve problems which arise in planning, prioritising, organising, directing/facilitating action and evaluating performance. Use systematic processes of collecting, analysing, and synthesising informat...strive for company growthstrive for company growthDevelop strategies and plans aiming at achieving a sustained company growth, be the company self-owned or somebody else's. Strive with actions to increase revenues and positive cash flows.train staff in quality procedurestrain staff in quality proceduresEducate and train team members in the quality procedures related to the mission of the team.define quality standardsdefine quality standardsDefine, in collaboration with managers and quality experts, a set of quality standards to ensure compliance with regulations and help achieve customers' requirements.improve business processesimprove business processesOptimise the series of operations of an organisation to achieve efficiency. Analyse and adapt existing business operations in order to set new objectives and meet new goals.oversee stock quality controloversee stock quality controlCheck overall product quality prior to shipment.analyse test dataanalyse test dataInterpret and analyse data collected during testing in order to formulate conclusions, new insights or solutions.adhere to organisational guidelinesadhere to organisational guidelinesAdhere to organisational or department specific standards and guidelines. Understand the motives of the organisation and the common agreements and act accordingly.perform quality auditsperform quality auditsExecute regular, systematic and documented examinations of a quality system for verifying conformity with a standard based on objective evidence such as the implementation of processes, effectiveness ...liaise with managersliaise with managersLiaise with managers of other departments ensuring effective service and communication, i.e. sales, planning, purchasing, trading, distribution and technical.follow company standardsfollow company standardsLead and manage according to the organisation's code of conduct.
Optional (14)
customer servicecustomer serviceProcesses and principles related to the customer, client, service user and to personal services; these may include procedures to evaluate customer's or service user's satisfaction.project managementproject managementThe discipline of project management, the activities which comprise this area and the variables implied in it, such as time, resources, requirements, deadlines, and responding to unexpected events.business strategy conceptsbusiness strategy conceptsThe terminology related to the design and implementation of major trends and aims which are taken by an organisation's executives, while keeping in mind its resources, competition and environments.management systems standardsmanagement systems standardsThe standards that improve the performance of an organisation by outlining activities that helps to achieve goals and objectives. They also help to create an organisational culture that provides groun...perform pre-assembly quality checksperform pre-assembly quality checksInspect product parts for faults or damages, using testing equipment if necessary, and check that the received lot is complete before assembling the finished products.set quality assurance objectivesset quality assurance objectivesDefine quality assurance targets and procedures and see to their maintenance and continued improvement by reviewing targets, protocols, supplies, processes, equipment and technologies for quality stan...analyse business processesanalyse business processesStudy the contribution of the work processes to the business goals and monitor their efficiency and productivity.evaluate employeesevaluate employeesAnalyse employees' individual performances over a certain time span and communicate your conclusions to the employee in question or higher management. Evaluate achievements of staff members.assess supplier risksassess supplier risksEvaluate supplier performance in order to assess if suppliers follow the agreed contracts, meet the standard requirements and provide the desired quality.use measurement instrumentsuse measurement instrumentsUse different measurement instruments depending on the property to be measured. Utilise various instruments to measure length, area, volume, speed, energy, force, and others.plan health and safety proceduresplan health and safety proceduresSet up procedures for maintaining and improving health and safety in the establishment or workplace.perform project managementperform project managementManage and plan various resources, such as human resources, budget, deadline, results, and quality necessary for a specific project, and monitor the project's progress in order to achieve a specific g...lead inspectionslead inspectionsLead inspections and the protocol involved, such as introducing the inspection team, explaining the purpose of the inspection, performing the inspection, requesting documents and asking appropriate qu...communicate test results to other departmentscommunicate test results to other departmentsCommunicate testing information such as testing schedules, samples testing statistics and test results, to the relevant departments.
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AI Replacement Risk
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Quick Facts
SectorManagement & Leadership
ISCO GroupAdministrative and commercial managers
Essential Skills17
Core Skills0