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Quality Enablement Manager

Salary £33,678
Location Leicester
Mergefield Title {Mergefield Value}
Mergefield Title {Mergefield Value}

This is a Permanent, Full Time vacancy that will close in {x} days at {xx:xx} BST.

 

Can you imagine a world without music? Neither can we.

The Mission

To enable Team Managers and Advisers to provide the correct support and coaching to consistently provide positive customer experience to our customers. Embedding continuous learning and feedback into everything we do.

The Vision

A culture where quality is owned by everyone. Where the customer experience is at the forefront of everything we do, in turn maintaining and increasing our customer base, maximizing sales and the revenue for both PPL and PRS’s members.

Role Purpose

The Quality Enablement Manager is responsible for defining, embedding, and evolving the organisation’s Quality Enablement strategy.

This role leads the quality framework across all business areas, ensuring regulatory and compulsory compliance, customer excellence, and continuous performance improvement. The Quality Enablement Manager drives a culture of accountability, insight-led decision-making, and coaching excellence, enabling operational teams to consistently deliver outstanding customer outcomes.

Key Responsibilities

Quality Strategy & Governance

  • Develop and deliver the Quality Enablement strategy aligned to business objectives and customer experience goals.
  • Own and continuously evolve the QE framework, ensuring it reflects regulatory requirements, risk appetite, and operational priorities.
  • Establish clear quality standards and scoring methodologies for all departments
  • Support audit activity and provide assurance to senior stakeholders on quality performance and risk exposure.

Leadership & Team Development

  • Lead, coach, and develop the Quality team to ensure high performance and professional growth.
  • Set clear objectives, KPIs, and development plans aligned to strategic priorities.
  • Embed a coaching culture, ensuring feedback is structured, impactful, and measurable.
  • Act as a subject matter expert in quality, compliance, and customer experience.

Insight, Analytics & Continuous Improvement

  • Analyse quality data to identify trends, root causes, risks, and improvement opportunities.
  • Translate quality insights into actionable recommendations for Senior Leadership.
  • Produce clear, data-driven reporting packs and present findings
  • Partner with Team Managers & Department Leads to implement improvement plans and measure impact.
  • Collaborate with Learning & Development to shape training programmes based on quality insight.

Stakeholder Management & Business Partnership

  • Build strong relationships with senior stakeholders across the business
  • Influence operational strategy by providing evidence-based quality insights.
  • Act as the primary escalation point for complex quality-related matters.
  • Promote engagement with quality standards and ensure accountability across leadership teams.

Systems & Operational Oversight

  • Oversee administration and optimisation of QA systems and tools (e.g., Evaluagent, MI tools, Salesforce reporting).
  • Ensure accurate data capture, reporting integrity, and effective MI utilisation.
  • Continuously review processes to drive efficiency, scalability, and consistency.

You will have

Experience & Qualifications

  • Significant experience within a Customer Service or operational environment.
  • Proven experience leading Quality Assurance or performance frameworks (desirable)
  • Demonstrated experience managing or mentoring individuals/teams.
  • Strong analytical capability with experience translating data into strategic insight.
  • Experience presenting to and influencing senior stakeholders.
  • Proficiency in Microsoft Office (particularly Excel and PowerPoint).
  • Experience with Salesforce and/or QA platforms such as Evaluagent (desirable).

Person Profile

  • Strategic thinker with the ability to balance risk, performance, and customer outcomes.
  • Strong leadership presence with the ability to inspire and influence at all levels.
  • Highly analytical with exceptional attention to detail.
  • Commercially & operationally aware and outcome focused.
  • Confident communicator with strong stakeholder management capability.
  • Proactive, resilient, and solutions oriented.
  • Passionate about continuous improvement and developing high-performing teams.

If you play or perform music in your business, you will usually need TheMusicLicence and that’s where we come in. TheMusicLicence from PPL PRS allows you to legally play music in your business or organisation and covers virtually all commercially released music. This includes millions of the most popular and well-loved songs and recordings, not just from the UK but also from around the world.

If a business plays or performs music in their business, they will usually need TheMusicLicence and that’s where we come in. TheMusicLicence from PPL PRS allows businesses to legally play music in their business or organisation and covers virtually all commercially released music. This includes millions of the most popular and well-loved songs and recordings, not just from the UK but also from around the world.

By joining us, you’ll be part of a team that’s genuinely passionate about music and people. Since we started in 2018, we’ve grown massively, but we still have big ambitions. We’re looking for top talent full of fresh ideas and new perspectives to make a difference and help us grow even more. 

We offer hybrid working in our modern office in the heart of Leicester along with a competitive benefits package. Visit www.pplprs.co.uk to find out more.

PPLPRS is an equal opportunities employer. Our mission is to recruit a diverse workforce and create inclusive teams.

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