Quality Lead

Main Responsibilities:

Leading Quality:

• Act as the dedicated quality lead for designated area.
• Provide on-the-ground support to embed quality into operational planning, equipment preparation, installation work and project delivery.
• Proactively lead quality initiatives within their designated area to anticipate issues, prevent defects and improve delivery.
• Participate in operational meetings, performance reviews, project planning and customer discussions where quality support is required.
• Support managers in achieving right first-time installations, equipment readiness and minimising internal rework.

Quality Investigations & RCA:

• Lead an investigation team for medium and high-risk quality incidents (installation failures, incorrect equipment sent, significant customer dissatisfaction, supplier quality issues).
• Lead in completing structured RCA using appropriate methods (5 Why, Fishbone, etc).
• Supporting in producing clear and factual investigation reports with supporting evidence, root causes, actions and lessons learned.
• Ensure preventative actions are tracked, closed and reviewed for effectiveness in a timely manner.

Customer Interaction:

• Support customer meetings, audits, site visits and post-incident reviews for your assigned region where quality issues are raised.
• Provide accurate and timely responses to customer NCRs, quality queries and framework requirements.
• Strengthen customer confidence through professional, evidence-based communication, helping to prevent issues before they arise.
• Building & maintaining strong relationships with customer quality teams to ensure ongoing compliance with their requirements.

Internal & External Audits:

• Perform internal audits as planned across depots, workshops, project sites, and office-based processes.
• Lead operations and solutions in effective audit nonconformity action closure, improving processes where required and tracking progress.
• Assess compliance with ISO, UVDB and other quality & customer standards, Workdry procedures, and any framework-specific requirements.
• Support preparation for customer audits, certification visits, PQQ processes and technical evaluations.
• Ensure document control, work instructions and quality procedures are followed and updated when required.

Supplier & Equipment Quality:

• Supporting the vetting and approval of new suppliers to ensure compliance with business policies and procedures. Communicating with stakeholders on progress of supplier approvals. 
• Support monitoring of critical suppliers, escalating poor performance to the MD/Head of Quality & CI.
• Supporting Procurement with supplier audits, performance reviews, NCRs and corrective action plans.

Training:

• Design and deliver training sessions on quality management systems, standards, and best practices for staff across all levels of the organisation.
• Mentor and coach junior quality team members, fostering a strong understanding of quality principles and encouraging professional growth.

Data & Reporting:

• Analyse trends in internal incidents, customer complaints, supplier issues and installation quality.
• Provide clear and concise reports on quality performance for designated area.
• Support development of quality dashboards, reporting data and improvement projects for the wider business. 

Qualifications & Experience:

Essential:

• Comfortable working in a fast-paced, high-pressured environment with the ability to balance multiple workstreams.
• Good understanding of process requirements and the ability to identify strengths and weaknesses across the team and business process.
• Strong quality investigation and RCA capability.
• Internal auditing experience.
• Experience supporting ISO 9001 and other certification standards.
• Excellent attention to detail.
• Strong problem-solving and stakeholder engagement skills at all levels.
• Excellent communication and data interpretation.
• Ability to work across multifunctional environments.
• Computer literate. Be able to analyse data on Microsoft Packages such as Project / Excel / Word / PowerPoint.
• A full UK driving licence is required for this position due to the role requiring the need to travel to and from multiple locations.
• Ability and willingness to travel within and throughout the UK as and when necessary and staying away from home time to time.

Desirable:

• Experience in rental, utilities, construction or industrial services.
• Experience in customer audits or framework management.
• CI tools (Lean, 5 Why, A3, PDCA etc.)
• Member of CQI, IRCA, IOSH.
• Knowledge of:
• ISO 45001
• ISO 14001
• UVDB
• SharePoint