Quality Manager - Customer Service

Why you matter:

The Manager of Process Excellence will lead initiatives to drive continuous improvement, operational efficiency, quality assurance and business transformation across the organization. This individual will be responsible for optimizing processes, improving quality, reducing costs, and enhancing customer satisfaction by implementing Lean, Six Sigma, and other process improvement methodologies. The Manager will collaborate with cross-functional teams to identify areas of opportunity, develop strategic initiatives, and ensure sustainable results.

What youll focus on:

• Develop and execute a comprehensive process excellence strategy that aligns with the unit strategic objectives.
• Utilize data analytics to identify process gaps and recommend evidence-based improvements.
• Facilitate workshops, training, and change management sessions to build organizational capability in process excellence.
• Provide training on Lean Six Sigma methodologies to upskill team members and broader business stakeholders.
• Develop, implement, and maintain quality management systems (QMS) aligned with industry standards and regulatory requirements (e.g., ISO, CMMI).
• Lead and manage multiple process improvement and quality assurance projects simultaneously, ensuring alignment with unit goals and timely completion.

What we’re looking for

Process Improvement & Optimization: Identify, design, and implement process improvements using methodologies such as Lean, Six Sigma, and Kaizen. Lead root cause analysis and problem-solving efforts to address critical process bottlenecks, inefficiencies, and quality issues. Facilitate cross-functional teams to assess, map, and redesign business processes to deliver better outcomes. Stay up-to-date with emerging trends in process automation, AI, robotic process automation (RPA), and other digital transformation tools to drive innovation in quality and process excellence.

Stakeholder Engagement: Success in this role requires emotional agility. Working closely with the CFU & GBS Operation team to co-create the strategy for your portfolio, you are seen as a credible leader and can establish trust and rapport quickly with business leaders, HR leaders, employees, and other key stakeholder groups. You can translate and articulate the Operational performance, strategy for your portfolio, drawing linkages between business priorities and broader goals.

Continuous Improvement Strategy: Develop and execute a continuous improvement roadmap in collaboration with CFU and Operational leadership, focusing on key areas such as productivity, quality, cost savings, and customer experience. Use data-driven insights and performance metrics to identify improvement opportunities and set strategic goals.

Quality Assurance and Compliance: Develop, implement, and maintain quality management systems (QMS) aligned with industry standards and regulatory requirements (e.g., ISO, CMMI). Oversee internal and external quality audits, ensuring adherence to compliance standards and operational processes. Define and monitor quality control metrics and performance standards to ensure product/service excellence. Ensure all processes are documented and regularly reviewed for improvements in alignment with business needs.

People Partnering: Lead, coach, and mentor a team of Service & Quality excellence professionals, fostering a collaborative and results-oriented environment. Promote an environment that encourages creativity, innovation, and continuous learning

Customer Experience and Satisfaction: Collaborate with customer service, operations, and product teams to improve end-to-end customer experience and ensure that processes support high levels of customer satisfaction. Monitor customer feedback, satisfaction metrics (e.g., Net Promoter Score (NPS), Customer Satisfaction (CSAT)), and complaints to identify areas of improvement. Implement initiatives to reduce defects and enhance service quality, ensuring that customer needs are consistently met or exceeded.

Data Analysis: Develop and maintain performance dashboards and KPIs to monitor process and quality improvements. Analyze data to drive decisions and make recommendations for continuous improvement across the organization. Utilize tools like statistical process control (SPC), root cause analysis, and other data analysis techniques to guide improvements and ensure process stability.

Our leadership standards

Looking in:

• Leading inclusively and Safely - I inspire and build trust through self-awareness, honesty and integrity.
• Owning outcomes - I take the right decisions that benefit the broader organisation.

Looking out:

• Delivering for the customer - I execute brilliantly on clear priorities that add value to our customers and the wider business.
• Commercially savvy - I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking to the future:

• Growth mindset - I experiment and identify opportunities for growth for both myself and the organisation.
• Building for the future - I build diverse future-ready teams where all individuals can be at their best.

Inclusive hiring

All roles can be taken up full-time, in a job share partnership, work reduced hours, or any other way of working flexibly, please let us know how you would like to work

Don’t meet every single requirement? Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse, or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.

About us

BT is part of BT Group, along with EE, Openreach, and Plusnet.

Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running. We connect friends to family, clients to colleagues, and people to possibilities. We keep the wheels of business spinning, and the emergency services responding.

We value diversity and celebrate difference. As Philip Jansen, our CEO, says ‘We embed diversity and inclusion into everything that we do. It’s fundamental to our purpose: we connect for good.’

We all stick to the same values: Personal, Simple, and Brilliant. From day one, you’ll get stuck in to tough challenges, pitch in with ideas, make things happen. But you won’t be alone: we’ll be there with help and support, learning and development.

This is your chance to make a real difference to the world: to be part of the digital transformation of countless lives and businesses. Grab it.