untypical holds customer experience and quality in the utmost regard, customer centricity forms a critical role in our operation and ultimately our aim is to deliver best-in-class products and services. As the post holder you will act as the primary regional ambassador and lead for quality operations, driving the approach of right-first-time and nurturing a 360-degree Quality Assurance model that dynamically captures areas of underperformance to mitigate risk, shape future learning and avoid repeated events.
The Quality Manager function supports regional teams and the wider business in meeting all required quality standards by way of regular formal inspection, evaluating learning, benchmarking performance, and coaching. It acts as a consultant on standards with the team and supply chain.
The post holder will provide clear leadership for maintaining and developing the critical group focus on quality and building safety at a regional level. Contributing to the creation and implementation of best practice, a clear quality vision, strategy, policies, processes, and procedures to aid and improve operational performance.
Duties will include:
- Develop and maintain quality-process systems with the team in line with the Quality Assurance Framework
- Contribute to new business initiatives and projects and review and communicate the impact on Quality activities
- Develop and maintain the Quality Management System (QMS) acting as a super user for the QMS, CDE and reporting platforms
- Take the lead on quality within the regional to promote, educate and drive the Quality Assurance processes and oversee continued compliance and embedding across the business
- Promote, educate and enforce the correct culture and values at the operational level, including but not limited to people, safety, quality and customer centricity
- Responsible for maintaining relationships with our team, contractors, and supply chain to maximise quality, customer experience, efficiency, and profit potential
- Manage the internal regional inspection programme as well as supplier development and improvement and play a key role in ensuring project deliveries
- Work proactively with all Directors, Managers, Supervisors and Employees, to maintain a programme of continual improvement within their areas of responsibility. Lead a ‘correct at source’ and problem-solving methodology (Lean).
- Actively supporting the team to achieve quality targets for business goals
The Quality Manager team will be on site regularly to help educate and support on improvements to:
- Quality
- Safety
- Waste policy compliance and sub-contractor compliance (critically ground works)
- General site presentation including signage
- Site level culture
- Other customer-focused/TF led/ESG initiatives as required
General role responsibilities and tasking:
- Provide standards and quality consultation to our construction, technical and customer care teams and our contractor trades, including all aspects of building safety and the Building Safety Act
- Perform root cause analysis and resolve problems
- Support the business to ensure quality and environmental KPIs are met by working to the overall quality and ESG plan, including management of, and reporting
- Implement all relevant procedures described in the Quality Management framework and System (QMF / QMS) and ensure compliance
- Ensure that all in-house systems and procedures are updated, revised, and modified to meet the needs of external bodies
- Respond to areas of standard failure and identified areas of opportunity by putting in containment actions, full analysis, and implementing short-term and long-term countermeasures
- Champion a program for the implementation and sustainment of a continuous improvement culture
- Act as a point of contact for queries on standards, NHBC policy, warranty and operational quality matters
- Update quality documentation and communicate to carry forward lessons learned from quality team observations and inspections
- Act as a regional super user for the QMS and CDE platforms including training of others in all aspects of the quality framework and systems
- Undertake internal and process reviews of the Quality Management System (QMS) with the IT applications and innovations project team
- Provide consultation in the review and agreed actions in regard to resolution of internal/external quality concerns
- Review and refine quality sign-off instructions, standards and documentation
- Lead regular meetings with representatives from appropriate departments to establish an action plan for improving build quality
- Stay current and up to date on any changes that may affect the quality environment including building regulations, NHBC standards and opportunities and change within the organisation
- Ensure that the function operates in accordance with any health, safety and environmental policies and procedures to ensure the safety and wellbeing of staff and visitors. Working closely with the SHE team, conduct risk assessments of processes and tasks in the department