Full Description

Quality Assurance Manager – Client Retention

Hours: Monday – Friday 1pm - 10pm

Location: Old Trafford, Manchester

Salary: £35,000 base (£40,000 OTE)

Oversee: Client and Product Implementation

Reporting to: Head of Global Quality Assurance and Vice President of Client Support (Global) Job Role As a Quality Assurance Manager, you will oversee the development and delivery of a robust internal audit function that delivers value and best practice to the internal governance of the business. The Quality Assurance Team play a crucial role within the Client Services department. You will be responsible for reviewing all engagement with our client base, reporting effectively on processes, analysing the data and trends to ensure that quality standards are consistently met across projects and departments and identifying and implementing relevant process improvements. Your time will be mainly focused on the Client Retention department however your main objectives and time allocation will be dependent on department key objectives.

Responsibilities

• 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

Requirements

• 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

About PHMG

• 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. Innovation fuels everything we do. From day one, we set out to redefine audio branding by harmonising creativity, technology and measurable results. That mindset continues to shape our evolution as we expand beyond sound into a broader suite of client communication services. In 2025, PHMG entered a defining new chapter as an employee-owned business. Ownership now sits with the people who power our creativity, performance and growth. It strengthens our independence, sharpens our long-term focus and ensures success is shared. We are proud recipients of the King’s Award for Enterprise, recognised for innovation, growth and performance excellence. Today, more than 800 colleagues across six global offices collaborate to deliver work that blends artistry with commercial impact. Joining PHMG means becoming part of a people-powered, future-focused company that values creativity, champions diversity and invests in professional growth. Sound good?
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