Senior Service Quality Manager

Role OverviewIn this role, you''ll lead how Nest understands and improves the quality of service delivered to millions of members through our outsourced operations. You''ll sit at the heart of how we assure customer outcomes - combining insight from quality reviews, customer feedback, complaints and operational data to form a clear, evidence-based view of performance.Day-to-day, you''ll be working across teams and with our third-party partner to challenge performance, identify where things are going wrong, and drive meaningful improvement. This includes leading deep-dive reviews into customer journeys, shaping how we measure service quality, and ensuring that actions taken genuinely improve outcomes for members.You''ll play a key role in major change and product releases, providing assurance before new services go live and assessing how they perform in reality. You''ll also be responsible for building a high-performing service quality function - coaching your team, improving consistency of approach, and strengthening how we use data and insight.This is a highly visible role, working closely with Customer Experience, Service Delivery, Risk and senior stakeholders, where your ability to translate complex insight into clear direction will directly shape how Nest delivers for its members.The minimum criteria for this role are:Proven experience leading quality assurance, audit, control testing or service review activity in a complex service environment.Experience designing or ..... full job details .....