Quality services manager

Description

Quality services managers manage the quality of services in business organisations. They ensure the quality of in-house company operations such as customer requirements and service quality standards. Quality services managers monitor the company’s performance and implement changes where necessary.

Other titles

The following job titles also refer to quality services manager:

quality assurance coordinator
quality control manager
quality control services manager
quality control process auditor
quality assurance supervisor
quality service supervisor
quality service coordinator
quality assurance services manager

Minimum qualifications

Bachelor’s degree is generally required to work as quality services manager. However, this requirement may differ in some countries.

ISCO skill level

ISCO skill level is defined as a function of the complexity and range of tasks and duties to be performed in an occupation. It is measured on a scale from 1 to 4, with 1 the lowest level and 4 the highest, by considering:

  • the nature of the work performed in an occupation in relation to the characteristic tasks and duties
  • the level of formal education required for competent performance of the tasks and duties involved and
  • the amount of informal on-the-job training and/or previous experience in a related occupation required for competent performance of these tasks and duties.

Quality services manager is a Skill level 4 occupation.

Quality services manager career path

Similar occupations

These occupations, although different, require a lot of knowledge and skills similar to quality services manager.

quality engineer
industrial quality manager
membership manager
project manager
resource manager

Long term prospects

These occupations require some skills and knowledge of quality services manager. They also require other skills and knowledge, but at a higher ISCO skill level, meaning these occupations are accessible from a position of quality services manager with a significant experience and/or extensive training.

Essential knowledge and skills

Essential knowledge

This knowledge should be acquired through learning to fulfill the role of quality services manager.

Corporate social responsibility: The handling or managing of business processes in a responsible and ethical manner considering the economic responsibility towards shareholders as equally important as the responsibility towards environmental and social stakeholders.
Quality standards: The national and international requirements, specifications and guidelines to ensure that products, services and processes are of good quality and fit for purpose.
Business processes: Processes which an organisation applies to improve efficiency, set new objectives and reach goals in a profitable and timely manner.
Database quality standards: Techniques and methods of estimation and evaluation of system quality and overall database quality, as well as the set quality standards and regulations.
Quality assurance methodologies: Quality assurance principles, standard requirements, and the set of processes and activities used for measuring, controlling and ensuring the quality of products and processes.
Business knowledge: A firm’s functions, the processes and tasks which are employed to accomplish those functions and the relationship of those functions, processes and tasks to each of the functions, processes and tasks performed throughout the firm.

Essential skills and competences

These skills are necessary for the role of quality services manager.

Create solutions to problems: Solve problems which arise in planning, prioritising, organising, directing/facilitating action and evaluating performance. Use systematic processes of collecting, analysing, and synthesising information to evaluate current practice and generate new understandings about practice.
Strive for company growth: Develop strategies and plans aiming at achieving a sustained company growth, be the company self-owned or somebody else’s. Strive with actions to increase revenues and positive cash flows.
Train staff in quality procedures: Educate and train team members in the quality procedures related to the mission of the team.
Define quality standards: Define, in collaboration with managers and quality experts, a set of quality standards to ensure compliance with regulations and help achieve customers’ requirements.
Improve business processes: Optimise the series of operations of an organisation to achieve efficiency. Analyse and adapt existing business operations in order to set new objectives and meet new goals.
Oversee stock quality control: Check overall product quality prior to shipment.
Analyse test data: Interpret and analyse data collected during testing in order to formulate conclusions, new insights or solutions.
Adhere to organisational guidelines: Adhere to organisational or department specific standards and guidelines. Understand the motives of the organisation and the common agreements and act accordingly.
Plan health and safety procedures: Set up procedures for maintaining and improving health and safety in the workplace.
Perform quality audits: Execute regular, systematic and documented examinations of a quality system for verifying conformity with a standard based on objective evidence such as the implementation of processes, effectiveness in achieving quality goals and reduction and elimination of quality problems.
Liaise with managers: Liaise with managers of other departments ensuring effective service and communication, i.e. sales, planning, purchasing, trading, distribution and technical.
Follow company standards: Lead and manage according to the organisation’s code of conduct.

Optional knowledge and skills

Optional knowledge

This knowledge is sometimes, but not always, required for the role of quality services manager. However, mastering this knowledge allows you to have more opportunities for career development.

Customer service: Processes and principles related to the customer, client, service user and to personal services; these may include procedures to evaluate customer’s or service user’s satisfaction.
Project management: Understand project management and the activities which comprise this area. Know the variables implied in project management such as time, resources, requirements, deadlines, and responding to unexpected events.
Business strategy concepts: The terminology related to the design and implementation of major trends and aims which are taken by an organisation’s executives, while keeping in mind its resources, competition and environments.

Optional skills and competences

These skills and competences are sometimes, but not always, required for the role of quality services manager. However, mastering these skills and competences allows you to have more opportunities for career development.

Provide technical documentation: Prepare documentation for existing and upcoming products or services, describing their functionality and composition in such a way that it is understandable for a wide audience without technical background and compliant with defined requirements and standards. Keep documentation up to date.
Perform pre-assembly quality checks: Inspect product parts for faults or damages, using testing equipment if necessary, and check that the received lot is complete before assembling the finished products.
Set quality assurance objectives: Define quality assurance targets and procedures and see to their maintenance and continued improvement by reviewing targets, protocols, supplies, processes, equipment and technologies for quality standards.
Analyse business processes: Study the contribution of the work processes to the business goals and monitor their efficiency and productivity.
Communicate test results to other departments: Communicate testing information such as testing schedules, samples testing statistics and test results, to the relevant departments.
Assess supplier risks: Evaluate supplier performance in order to assess which suppliers do or may not perform adequately, stick to the agreed contracts, meet the standard requirements and desired quality at all times or who may pose future risks.
Use measurement instruments: Use different measurement instruments depending on the property to be measured. Utilise various instruments to measure length, area, volume, speed, energy, force, and others.
Perform project management: Manage and plan various resources, such as human resources, budget, deadline, results, and quality necessary for a specific project, and monitor the project’s progress in order to achieve a specific goal within a set time and budget.
Lead inspections: Lead inspections and the protocol involved, such as introducing the inspection team, explaining the purpose of the inspection, performing the inspection, requesting documents, asking appropriate questions, and maintaining a high level of professionalism when investigating subjects.

ISCO group and title

1219 – Business services and administration managers not elsewhere classified

 

 


 

 

References
  1. Quality services manager – ESCO
Last updated on August 8, 2022