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Job title
Quality Manager
Function
Internal Sales
Location
Manchester or Ripponden Office
Reports to
Quality & Compliance Manager
Responsible for staff
N/A
About our business
JLA is a mission critical infrastructure solutions business offering services Laundry, Catering, Heating, Fire Safety, Infection Control and Air Conditioning.
The company offers an end-to-end, on premise, machine supply and breakdown service proposition under the name Total Care, and additional products and services. JLA is driven by a world class Sales & Marketing engine, owns and maintains all assets, and has an efficient on-site operations team working with daily with customers.
Role overview
The Quality & Sales Enablement Specialist is responsible for improving sales performance, customer outcomes, and compliance standards by using quality assurance insights to drive coaching, development, and continuous improvement across the sales function.
The role involves supporting call quality, managing queries from customers and the wider business, and carrying out due diligence checks. It also includes working closely with sales executives and managers to deliver a live call audit status whilst promoting a strong culture of compliance across the business.
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Key tasks
- Review and assess customer interactions against defined quality frameworks.
- Maintain quality scorecards, audit records, and performance reports.
- Provide clear and constructive feedback to sales colleagues and management teams.
- Maintain a live status on workload and sales activity delegated from the Quality Manager.
- Supporting the effective implementation and ongoing development of the quality framework.
Insight, Reporting & Continuous Improvement
- Prepare and analyse quality, customer, and sales performance data.
- Produce regular quality and sales insight reports.
- Identify risks, trends, and development opportunities.
- Recommend and support continuous improvement initiatives.
- Support the delivery of a positive quality, compliance, and sales culture.
Other tasks include:
- Tracking coaching effectiveness and improvement outcomes.
- Working closely with Sales Managers, Team Leaders, Training Teams, and operational stakeholders.
- Supporting onboarding and ongoing capability development of sales teams.
- Acting as a key contact for sales quality and performance, insights.
- Maintaining an understanding of sales processes, customer needs, and upcoming business changes.
- Supporting complaint investigations and root-cause analysis.
- Any other tasks delegated by management as required
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Criteria
Essential (attributes required for candidate to be considered)
Desirable (attributes can be trained or developed)
Knowledge and Skills (what you know and what you can do)
- Experience conducting audits, interaction reviews, or quality assessments.
- Ability to analyse data and identify trends.
- Experience engaging with managers and stakeholders.
- Strong computer literacy with moderate/ intermediate knowledge of Microsoft 365 applications and CRM navigation
- Experience within a telephony-based contact centre or sales support environment.
- Proficiency with Microsoft Excel, SharePoint and Power BI.
- Experience providing feedback, coaching, or performance support.
- Knowledge of compliance, customer experience, or continuous improvement methodologies.
Personal qualities
(the way you think and act)
- A positive, proactive attitude.
- Strong attention to detail.
- Excellent communication and coaching skills.
- Analytical and problem-solving abilities.
- Commercial awareness and customer focus.
- A passion for continuous improvement and developing others.
Qualifications
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