Job Specifications
VoCoVo specialises in innovative communication solutions tailored for businesses, particularly within the retail sector. Our flagship products are designed to create a connected store experience, facilitating seamless communication among retail staff to enhance efficiency and elevate customer service. We empower teams to collaborate effortlessly and achieve their retail goals. You’ve probably already seen us in action, we’re trusted by Tesco, Asda, Dunelm, and Iceland, just to name a few.
With over 250,000 users across more than 10,000 locations in 21+ countries, and recognition as one of the top 100 best small-to-medium size businesses to work for, join us on our journey!
Please note, to apply for this position you must be based in the UK and have the legal right to work in the UK.
Role Overview
As Head of Quality, you will establish and oversee the Quality Department at VoCoVo, covering all products, including Hardware and Software. The core focus is on delivering world-class Customer Uptime levels of all VoCoVo products at >99.5%, and reducing warranty and contract costs to well under 1% of business revenue annually. You'll lead the quality function across VoCoVo, owning the setup, development, implementation and ongoing refinement of our quality management systems.
Your scope of responsibility will include measuring uptime, assessing Quality against the specification or required functionality of products, ensuring product compliance in our markets and considering customer compliance factors as well as legislation and directives. You will also take ownership of our Software QA, as well as indirectly working with our Hardware quality personnel in Supply Chain and Operations.
This role is offered on a 12 month fixed term contract (FTC) basis and is a hybrid position with 1 day per week spent onsite, this may be at either of our Cheltenham or Shipton-under-Wychwood locations.
What we're looking for
Strong experience in Quality leadership, spanning both hardware and software products.
Proven exposure to both internal and outsourced software testing methodologies, including test automation.
Deep expertise in software testing methodologies and automation frameworks.
A great understanding of customer operating environments and the quality and reliability standards required for Retail success.
Previous experience in the implementation, evolution and maintenance of a Quality Management System (QMS).
Exposure to the creation of and maintenance of Quality Scorecards or similar performance measurement systems across a product portfolio.
Excellent working knowledge of supply-chain quality methodologies, including AQL standard.
Knowledge of how a great RMA function works and the processes to drive quality improvement and cost reduction.
Proven ability in the leadership, inspiration and development of high performing teams, fostering a culture of continuous development and excellence.
Excellent communication skills, influencing and clearly conveying messages at all levels of the organisation and with external stakeholders.
Strong relationship-building skills, with the ability to develop and maintain positive internal and external supplier partnerships.
Experience establishing and maintaining end-to-end quality traceability.
What you'll do
Define and establish quality objectives, KPIs and performance indicators across all product lifecycle touch points (including factory, development, goods-in, customer interactions and RMA). Regularly reporting progress to the COO and Executive team as required.
Develop, oversee and champion Quality Assurance activities across all VoCoVo products, including hardware and software, wider business services, projects, supply chain, product development, goods-in, configuration, customer support and RMA, alongside customer uptime monitoring.
Lead, build, inspire and develop a high-performing quality team, ensuring the adoption and consistent application of clear quality management standards, processes, tools and templates.
Manage internal audit programs; plan, schedule, conduct and follow up on audits to ensure ongoing compliance and continuous improvement.
Implement and manage a Quality Management System (QMS) to support structured, measurable quality practices across the business.
Oversee quality control activities, inspections and testing to ensure deliverables consistently meet or exceed defined standards.
Ensure all products comply with relevant regulations and directives (ie. ISO, GDPR, industry-specific regulations and directives), acting as the lead liaison for external audits, certifications and regulatory inspections.
Ensure product compliance with customer expectations.
Design and drive quality improvement initiatives, fostering innovation and operational excellence.
Deliver training to stakeholders on quality procedures, best practices and continuous improvement methodologies.
Lead root cause analysis, corrective actions and preventive measures for non-conformities, uti