Audit Feedback, Education & Performance Improvement

• Ensure audit feedback is clearly communicated to internal teams, field engineers, management, supply chain partners, and external client stakeholders where required.
• Develop and deliver regular quality education sessions to support right first time delivery, evidence standards, workbook completion, and recurring failure themes.
• Implement focused auditing and targeted interventions where individuals, teams, or suppliers are not achieving expected right first time scores.
• Work proactively with engineers and supervisors to improve quality standards, address knowledge gaps, and reinforce consistent ways of working.

Team Leadership

• Lead, support, and develop the audit team to ensure consistent standards, clear accountability, and effective workload management.
• Set clear expectations for audit quality, reporting accuracy, feedback quality, and professional communication.
• Promote a high-performance, collaborative, and continuous improvement culture within the QA function.
• Support capability development within the audit team through coaching, process briefings, calibration sessions, and performance reviews.

Client Management, Reporting & Governance

• Manage quality-related client queries, ensuring responses are accurate, timely, evidence-based, and aligned with contractual obligations.
• Produce monthly quality reports summarising audit volumes, right first time performance, failure themes, corrective actions, trends, risks, and improvement activity.
• Represent the QA department in monthly client and internal governance meetings, providing clear updates on quality performance and improvement plans.
• Ensure reporting supports operational decision-making, client assurance, and continuous improvement across the Genesis Maintenance contract.

Risk, Compliance & Continuous Improvement

• Ensure quality processes support compliance with contractual, regulatory, safety, environmental, and client-specific requirements.
• Identify quality risks, recurring defects, process gaps, and non-conformances, ensuring suitable corrective and preventive actions are implemented.
• Maintain accurate audit records, evidence, trackers, and reports to support transparency, audit readiness, and client assurance.
• Use audit data, trend analysis, and performance insight to drive improvements in service quality, field performance, and supply chain delivery.

Operational Collaboration

• Work collaboratively with operations, engineers, supervisors, management, supply chain partners, SHEQ, systems teams, and the client to resolve quality issues and improve delivery outcomes.
• Support process improvements relating to workbook quality, evidence standards, audit templates, system data, and field completion standards.
• Provide practical guidance to operational teams to improve quality, reduce rework, and support consistent right first time delivery.

Required Qualifications

• Previous experience in a Quality Manager, Quality Assurance Manager, Audit Manager, Field Quality Assurance Manager, or similar role.
• Demonstrable telecommunications maintenance experience, ideally within a critical infrastructure, mobile telecoms, field engineering, or managed services environment.
• Experience managing audit teams, audit programmes, site audits, desktop reviews, quality inspections, non-conformance management, and corrective action tracking.
• Strong understanding of quality management systems, right first time performance, audit governance, evidence standards, and continuous improvement principles.
• Knowledge of ISO 9001 principles, contract audit requirements, client assurance expectations, and telecoms maintenance delivery would be advantageous.

Required Skills & Competencies

• Strong quality assurance, audit management, and reporting capability.
• Methodical and organised approach, with excellent attention to detail.
• Ability to interpret audit findings, identify trends, and translate data into practical improvement actions.
• Confident communicator, able to provide clear feedback to engineers, managers, supply chain partners, and client stakeholders.
• Proactive mindset with the ability to challenge constructively and support operational improvement.
• Strong leadership skills with the ability to manage, coach, and develop an audit team.
• Ability to work collaboratively across operational, technical, SHEQ, commercial, supply chain, and client-facing teams.
• Proven telecoms experience and a strong understanding of field maintenance quality requirements, evidence standards, and right first time delivery.
• Strong written and verbal communication skills, including the ability to produce clear monthly quality reports and meeting updates.
• Experience using audit trackers, reporting dashboards, CAFM systems, or field management systems would be advantageous.

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