Quality Manager
Job description
Original text imported from Reed
Our client, a leading e-commerce logistics business based in the London Heathrow area, is looking for a permanent Quality Manager to join their expanding Quality and Network Operations team.
This is a high-impact leadership role where you will take ownership of service performance across the end-to-end parcel journey, driving continuous improvement, visibility, and operational excellence across the business. Alongside day-to-day quality management, you will lead and develop a team of up to 7 Quality professionals, acting as a key escalation point and performance driver.
This is a remote role.
Hours: Monday - Friday, 09:00 - 17:30 (with occasional weekend on-call requirement)
Duties and Responsibilities of the Quality Manager:
- Analyse end-to-end performance across the full parcel journey, identifying trends, risks, and areas for improvement at each stage.
- Own and manage business-wide performance communications, ensuring service impacts are clearly understood, regularly updated, and resolved in a timely manner.
- Develop and implement innovative quality management approaches to improve service visibility, efficiency, and overall performance.
- Lead effective cross-departmental collaboration to implement process improvements and drive sustained service enhancements.
- Act as the primary escalation point for the Quality team, supporting team members with complex issues and day-to-day challenges.
- Conduct monthly 1:1s, providing coaching, mentoring, and development support aligned to both personal and company goals.
- Prioritise, plan, and manage the team's weekly workload, including oversight of the shared inbox and ensuring SLA adherence.
- Manage annual leave and overtime planning to ensure appropriate coverage is maintained at all times.
The successful Quality Manager candidate will bring:
- Strong knowledge of cross-border logistics solutions, with at least three years' experience managing one or more elements of the supply chain.
- A detailed understanding of end-to-end cross-border e-commerce operations, from retailer collection through transport modes to final-mile delivery.
- Proven ability to analyse performance data, identify root causes, and take ownership of issues through to resolution.
- Experience leading, coaching, and motivating a large and diverse team to achieve high performance.
- A proactive, solutions-driven mindset with a strong focus on quality, accuracy, and continuous improvement.
- The ability to adapt quickly in a fast-paced environment, reprioritising effectively and bringing others along with change.
- Excellent communication and stakeholder management skills, with confidence presenting insights and driving improvements internally and externally.
- A hands-on, initiative-taking approach with a willingness to get involved and think creatively to improve outcomes.
If this Quality Manager opportunity sounds of interest, please apply online now.
Key skills
AI-extracted from the job advert
Application advice
5 AI-generated recommendations to maximise your chances.
⭐ Lead your CV with a Professional Summary that explicitly names 'cross-border logistics' and 'end-to-end parcel journey' — these are the advert's headline requirements and prime ATS targets.
📊 Quantify your team leadership: e.g. 'Led a team of 6 quality analysts, reducing SLA breaches by 22% over 6 months' — the advert specifies a team of up to 7 and strong performance outcomes.
🌐 Dedicate a bullet to cross-border e-commerce experience, naming the transport modes or carrier networks you have managed (e.g. air freight, road, last-mile couriers) — the advert calls this out as a detailed requirement.
🎯 Include a specific example of root cause analysis leading to measurable service improvement, as the advert explicitly asks for 'proven ability to analyse performance data and take ownership of issues through to resolution'.
🤝 Highlight experience presenting performance insights to internal and external stakeholders, referencing any reporting tools or dashboards used — the advert stresses 'business-wide performance communications' and external stakeholder confidence.
Suggested CV bullets
3 bullets our AI drafted for this specific advert, mirroring its ATS keywords.
Add these 3 bullets under your most recent experience:
- •Led a 6-person quality team across cross-border e-commerce operations, reducing SLA breaches by 22% within 9 months through structured root cause analysis and weekly performance reviews.
- •Designed and implemented an end-to-end parcel journey performance dashboard, improving service visibility for 4 internal departments and cutting average issue resolution time from 48 to 18 hours.
- •Managed cross-departmental process improvement programme across final-mile and transport operations, delivering a 15% reduction in customer-impacting service failures over two consecutive quarters.
Free to copy — tailoring requires a 30-sec CV upload.
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We've drafted a cover letter for Right Now Group. Preview the opening, then unlock the full personalised version.
Letter preview — tailored to Right Now Group
Dear Hiring Manager,
Right Now Group's Quality Manager vacancy within e-commerce logistics is precisely aligned with my background — specifically my hands-on experience in cross-border supply chain operations and leading quality teams to measurable SLA improvements. The emphasis on end-to-end parcel journey ownership and cross-departmental process improvement reflects the work I find most impactful.
My background in logistics quality management includes leading a team of six analysts across final-mile and cross-border operations, where I implemented root cause analysis frameworks that reduced service failures by 18% over one year. I have managed business-wide performance communications, presented insights to senior stakeholders, and driven continuous improvement initiatives from identification through to resolution.
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Interview questions
10 questions generated from this advert.
Technical
- ›How do you structure end-to-end performance analysis across a multi-stage parcel journey, and which data sources or tools do you rely on?
- ›Describe the quality management frameworks or methodologies you have applied in a logistics or e-commerce environment.
- ›How do you ensure SLA adherence across a team managing a high-volume shared inbox, and what escalation protocols have you implemented?
- ›Walk us through a root cause analysis you conducted on a recurring service failure — what data did you use and what was the outcome?
- ›What experience do you have with cross-border e-commerce operations, specifically from retailer collection through to final-mile delivery?
Behavioural
- ›Tell me about a time you led a cross-departmental initiative to implement a process improvement — how did you bring stakeholders along with the change?
- ›Describe a situation where you had to manage a complex escalation under pressure — what steps did you take and what was the result?
- ›Give an example of how you have coached or developed a team member who was underperforming — what approach did you take and how did it progress?
- ›Tell me about a time you had to rapidly reprioritise your team's workload due to an unexpected service incident — how did you manage it?
- ›Describe a situation where you identified a systemic quality issue and drove it through to resolution — what was the impact on the business?
STAR answer examples
Model answers using the Situation-Task-Action-Result framework. Adapt to your own experience.
Describe a situation where you had to manage a complex escalation under pressure — what steps did you take and what was the result?
Tell me about a time you led a cross-departmental initiative to implement a process improvement — how did you bring stakeholders along with the change?