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Head of Quality
Jackson Hogg are proud to be exclusively supporting a specialist manufacturing business on a Head of Quality position.
The Head of Quality will be based in the Reading area, with travel to other sites across the UK on a weekly basis.
The Head of Quality is responsible for leading and embedding a comprehensive, end-to-end quality strategy across the organisation—covering production quality, product quality, and customer-facing quality and care functions.
This role ensures that quality is proactively designed into products and processes, while also delivering an outstanding customer experience across all touchpoints. It drives a shift from reactive issue resolution to a customer success model, where insights from complaints, performance data, and customer feedback are leveraged to continuously improve products, services, and operational performance.
Head of Quality Responsibilities
- Define and implement a company-wide quality and customer excellence strategy aligned to business objectives.
- Lead, develop and embed a culture of right-first-time, continuous improvement, and customer-centricity.
- Provide leadership across production, product quality and customer care teams, ensuring alignment of priorities and standards.
- Act as the senior escalation point for critical quality and customer issues.
- Ensure robust quality systems and governance are in place across manufacturing and product lifecycle.
- Oversee adherence to specifications, engineering standards, and regulatory requirements.
- Drive root cause analysis (RCA), corrective and preventative actions (CAPA) and verification of effectiveness.
- Monitor and improve key quality metrics (defects, scrap, cost of poor quality, audit performance).
- Partner with engineering and production teams to design out quality issues and improve process capability.
- Lead the customer care and quality interface, ensuring professional, timely and effective resolution of customer concerns.
- Own the end-to-end complaints management process, including escalation, investigation, communication and closure.
- Act as primary customer quality contact, including site visits (UK and international) where required.
- Ensure clear, consistent and transparent communication with customers to build trust and long-term relationships.
- Embed service standards and quality expectations across all customer-facing functions.
- Evolve the function from reactive complaint handling to a proactive customer success model.
- Use customer insights, data and trends to identify improvement opportunities across products and services.
- Lead cross-functional improvement initiatives to eliminate repeat issues and enhance customer experience.
- Establish feedback loops between customer care, sales, operations and product development.
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Head of Quality Requirements
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- Significant experience in a senior quality leadership role within manufacturing, engineering or construction environments.
- Proven track record managing end-to-end quality functions, including production, product and customer quality.
- Experience leading customer-facing quality or customer care teams.
- Degree or relevant qualification
- Strong leadership and ability to influence cross-functional teams.
- Highly customer-focused, with a passion for improving experience and outcomes.
- Excellent communication skills, with the ability to engage both customers and senior stakeholders.
- Analytical, structured and solutions-oriented approach.
- Ability to manage complexity, prioritise effectively and drive results.
- Strong expertise in: Root Cause Analysis (RCA); Corrective & Preventative Actions (CAPA); Quality systems, tools and methodologies
- Solid understanding of: Manufacturing processes; Engineering drawings, specifications and tolerancing; Quality standards, measurement systems and audit requirements.
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