Quality Accounts

Job Summary: The Quality Accounts Manager is responsible for overseeing and managing the quality of client accounts ensuring that client needs and expectations are met with the highest standards. This role involves monitoring service delivery managing client feedback and implementing quality assurance processes to enhance client satisfaction and retention.

Key Responsibilities:

1. Client Relationship Management:
   

   • Serve as the primary point of contact for clients regarding qualityrelated issues.
     
   • Develop and maintain strong relationships with key clients to understand their needs and expectations.
     
   • Ensure that client accounts receive exceptional service and quality assurance throughout the engagement.
     

2. Quality Assurance:
   

   • Implement and monitor quality assurance processes to ensure that client deliverables meet or exceed agreedupon standards.
     
   • Conduct regular reviews and audits of client accounts to identify areas for improvement and ensure compliance with quality standards.
     

3. Feedback and Issue Resolution:
   

   • Gather and analyze client feedback to assess satisfaction and identify areas for improvement.
     
   • Address and resolve any qualityrelated issues or concerns raised by clients in a timely and effective manner.
     

4. Process Improvement:
   

   • Collaborate with internal teams to develop and implement strategies for improving service quality and client satisfaction.
     
   • Monitor performance metrics and use data to drive continuous improvement initiatives.
     

5. Reporting and Documentation:
   

   • Prepare and present reports on account quality performance including key performance indicators and client feedback.
     
   • Maintain accurate documentation related to quality assurance processes client interactions and issue resolutions.
     

6. Training and Support:
   

   • Provide training and guidance to internal teams on quality standards and best practices related to client account management.
     
   • Support and mentor team members to ensure a consistent approach to quality across all client interactions.
     

Qualifications:

• Education: Bachelor s degree in Business Administration Quality Management or a related field. Advanced certifications in quality management (e.g. Six Sigma ISO) are advantageous.
  
• Experience: 35 years of experience in a quality management or account management role with a focus on client services or customer satisfaction.
  

Requirements

• Skills:
  • Strong understanding of quality assurance principles and practices.
    
  • Excellent client relationship management and communication skills.
    
  • Proficiency in quality management software and tools.
    
  • Analytical skills with the ability to interpret data and make datadriven decisions.
    
  • Strong problemsolving skills and attention to detail.
    
  • Ability to work collaboratively with crossfunctional teams.