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 perso