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Our client, a leading e-commerce logistics business based in the London Heathrow area, is looking for a permanent Quality Manager to join their expanding Quality and Network Operations team. This is a high-impact leadership role where you will take ownership of service performance across the end-to-end parcel journey, driving continuous improvement, visibility, and operational excellence across the business. Alongside day-to-day quality management, you will lead and develop a team of up to 7 Quality professionals, acting as a key escalation point and performance driver. This is a remote role. Hours: Monday - Friday, 09:00 - 17:30 (with occasional weekend on-call requirement) Duties and Responsibilities of the Quality Manager: Analyse end-to-end performance across the full parcel journey, identifying trends, risks, and areas for improvement at each stage.Own and manage business-wide performance communications, ensuring service impacts are clearly understood, regularly updated, and resolved in a timely manner.Develop and implement innovative quality management approaches to improve service visibility, efficiency, and overall performance.Lead effective cross-departmental collaboration to implement process improvements and drive sustained service enhancements.Act as the primary escalation point for the Quality team, supporting team members with complex issues and day-to-day challenges.Conduct monthly 1:1s, providing coaching, mentoring, and development support aligned to both personal and company goals.Prioritise, plan, and manage the team's weekly workload, including oversight of the shared inbox and ensuring SLA adherence.Manage annual leave and overtime planning to ensure appropriate coverage is maintained at all times. The successful Quality Manager candidate will b