Quality Assurance Manager
Job description
A Quality Assurance Manager role at PHMG overseeing an internal audit function for the Client Retention department, reviewing client engagement, analysing data and trends, and driving process improvements.
At a glance
- Employment
- Full-time · Employee (employment agreement)
- Work mode
- On-site · Manchester, United Kingdom
- Pay
- GBP 35,000 – 40,000 / year
What you'll do
- Partnering with the Head of QA to develop and enhance quality assurance strategies that support a seamless client retention function
- Support in monitoring the global inbox to ensure timely and effective responses and action taken
- Tracking and analysing data and trends to inform strategic decisions that improve the retention process and overall client journey
- Optimising CRM system performance through thorough verification, testing, and reporting before and after software installations, updates or upgrades
- Establishing measurable targets for each department and giving the support needed for these targets to be achieved
- Reviewing account management and client communication to ensure high standards are met; collecting data, delivering actionable feedback, and coaching individuals and management through various communication channels
- Identifying and executing process improvements that enhance the client journey and product implementation journey
- Assessing the account management of at-risk clients to ensure best practices are followed, supporting client retention and reducing the risk of future revenue loss
What we're looking for
- Proven experience in data analysis with a view towards quality assurance
- Possess excellent organisation, time and project management skills to deliver on time against competing priorities
- Excellent communication and interpersonal skills, extending to C-level
- Confident working independently and with management, with the ability to shape their workload and contribute innovative ideas backed by data
- Proficient in Excel with a comprehensive understanding of its functions and features
- Be a critical thinker with sound judgement skills and have the ability to identify potential risks and propose mitigating strategies
Your team
Client Retention department
The Quality Assurance Team play a crucial role within the Client Services department.
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About PHMG
The world's leading audio branding agency
Established in 1998, PHMG has grown from a Manchester-founded creative business into the world's leading audio branding agency. Today, we partner with almost 40,000 clients across more than 50 countries, including global brands such as Coca-Cola, Samsung, Adidas and Audi, alongside ambitious SMEs in virtually every sector. In 2025, PHMG entered a defining new chapter as an employee-owned business.
Key facts
- more than 800 colleagues
- 1998
- Manchester
- audio branding agency
- Partner with almost 40,000 clients across more than 50 countries
- Employee-owned business since 2025
- Recipient of the King's Award for Enterprise
- More than 800 colleagues across six global offices
Partners & customers
What they value
- Creativity
- Diversity
- Invests in professional growth