Quality Manager

Hiring Profile

Question Comments

Job Title/Position Quality Manager

Job Responsibilities

Describe the job role and

the day to day tasks

involved.

 Develop, implement, maintain, and continuously improve

the Quality Management System (QMS) across Wilson

Group operations, ensuring alignment with company

standards, client requirements, and regulatory

obligations.

 Work closely with operational leaders, clients, and

support teams to ensure quality objectives, service

standards, KPIs, and compliance requirements are

achieved consistently.

 Monitor service quality performance through audits,

inspections, scorecards, trend analysis, and reporting

mechanisms.

 Lead internal and external quality audits and coordinate

responses to audit findings, ensuring timely

implementation of corrective and preventive actions.

 Investigate quality issues, customer complaints, incidents,

and non-conformances to identify root causes and

develop effective improvement plans.

 Establish quality standards, procedures, work

instructions, and documentation to support operational

excellence and compliance.

 Analyze operational data and identify opportunities to

improve service delivery, efficiency, customer

satisfaction, and overall business performance.

 Drive continuous improvement initiatives across the

business using quality methodologies, process reviews,

and best practice frameworks.

 Develop and maintain quality metrics, dashboards, and

management reports for senior leadership and

stakeholders.

 Partner with Operations, Security, Parking, Health,

Storage, IT, HR, Finance, and other shared service teams

to ensure consistent quality outcomes across all

functions.

 Ensure compliance with relevant legislation, industry

regulations, contractual obligations, and company

policies.

 Support risk management activities by identifying

operational and quality risks and implementing mitigation

strategies.

 Lead quality-related projects and initiatives, ensuring

successful delivery within agreed timelines and

objectives.

 Coach, mentor, and develop operational leaders and

employees on quality standards, audit readiness,

customer experience, and continuous improvement

practices.

 Conduct regular quality reviews and business

performance meetings with stakeholders and clients.

 Promote a culture of accountability, integrity, innovation,

and continuous improvement throughout the organization.

 Review business processes and provide

recommendations to improve efficiency, reduce errors,

and enhance customer outcomes.

 Ensure quality documentation, records, policies, and

procedures are maintained accurately and updated

regularly.

 Support the implementation of change management

initiatives impacting operational quality and compliance.

 Participate in client meetings, business reviews, site

visits, and presentations regarding quality performance

and improvement initiatives.

 Collaborate with leaders to ensure employee engagement

and awareness of quality expectations and organizational

standards.

 Lead business continuity and contingency planning

activities relating to quality management and operational

resilience.

 Maintain open communication channels across all levels

of the organization to facilitate information sharing, best

practices, and issue resolution.

 Prepare and present quality reports, improvement

recommendations, and strategic insights to senior

leadership.

 Stay informed of industry trends, emerging risks,

regulatory changes, and quality management best

practices.

 Other responsibilities as assigned by the General

Manager or Executive Leadership Team.

Key Success Measures

 Quality KPI achievements.

 Audit and compliance results.

 Customer satisfaction outcomes.

 Reduction in quality incidents and non-conformances.

 Corrective action closure rates.

 Continuous improvement project success.

 Regulatory and contractual compliance performance.

 Stakeholder and client satisfaction.