Quality Assurance Manager

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The Keyholding Company holds a unique place in the security industry, combining over two decades' experience of traditional keyholding and alarm response services with a tech-driven, innovative ethos and ambitious plans to diversify.

We are growing rapidly and are seeking a motivated, passionate and data driven Team Manager, reporting to the Head of Client Services, the Quality Assurance Manager plays an essential role in ensuring the high standards of service delivery, overseeing 900,000 jobs per year, delivered via 10,000 officers.

You'll be responsible for implementing scalable quality assurance systems and processes to manage high volume, complex services. You'll also be a client liaison for clients that require dedicated or bespoke QA processes.

What you get:

• Salary of £31,000 - £36,000 per annum (DoE).

• On a fulltime, permanent, and flexible working basis (predominantly a remote role but you must have the flexibility to travel into our Farringdon HQ 1-2 days per month or when/if required).
• We offer internal training and development opportunities in an excellent working environment.
• Auto-enrolment into our company pension scheme and 24/7 free, confidential EAP advice service.
• Regular TKC social events and team days.
• Fast paced and exciting role, no two days are ever the same.
• Opportunity to make a real difference in a position of real responsibility!

You'll be (but not limited to):

• Team management

• Responsible for a small team (currently 3) of QA Specialists, to help analyse, check, and fix issues.

• Data
  • Extensively using data tools such as PowerBI to pinpoint discrepancies and repeat offenders.
  • Translating large amounts of data into usable actions, such as changes to our mobile app workflows or internal business processes.
  • Identifying gaps in our reporting, creating tickets for our data engineering team.

• Verification and checking
  • Photographic - Validating that security officers capture relevant and accurate photographs during jobs.
  • Textual - Overseeing that free-text, such as meter readings, alarm outcomes and more are captured accurately.
  • Service - Confirming that security officers have completed the core requirements of the jobs, such as successfully gaining access, identifying security or maintenance issues, and securing the building upon leaving.

• Corrective actions
  • Escalating issues to service partners to manage or change behaviour.
  • Liaising with our Network team to improve contractual performance.

• Collaboration and communication
  • Working closely with operational and tech teams to continually refine our mobile application workflows (either configuration or suggested development).
  • Acting as the point of contact for client queries regarding quality assurance and provide timely resolutions.
  • Produce regular, concise reports to business stakeholders about quality assurance metrics.

An excellent candidate for this role will be:

• Exceptional attention to detail.
• Strong proficiency in PowerBI and bespoke data analytics tools.
• Strong proficiency in excel, using functions such as conditional logic, Vlookup, data validation and pivot tables.
• Proven experience in managing quality assurance at scale.
• Ability to handle multiple tasks and prioritise effectively.
• Knowledge of mobile app-based operations, ideally in security services.
• Strong verbal and written communication skills.

Equity, Diversity, and Inclusion matters to us. We are keen to hear from candidates from a broad range of backgrounds and experiences and are excited about learning from you, as much as we know you can learn from us.