Group Quality & Compliance Controller at Woodpecker Flooring (2025-01 – Present)
Recruited to support the business in addressing a significant product quality issue that had resulted in a high volume of customer complaints and product failures.
- Led investigations into product performance concerns, analysing complaint data, identifying trends and determining root causes to support long-term corrective actions.
- Conducted site visits to customer properties to inspect flooring installations, assess reported defects and determine the most appropriate resolution.
- Liaised directly with customers to explain findings, manage expectations and negotiate suitable outcomes, including corrective actions, replacements and refunds where appropriate.
- Worked closely with internal teams, suppliers and stakeholders to identify contributing factors and implement effective corrective and preventive actions.
- Ensured products, processes and documentation complied with relevant national and international standards, customer requirements and company quality procedures.
- Planned and conducted internal audits, supporting compliance, continuous improvement and quality assurance activities.
- Produced and maintained First Article Inspection Reports (FAIRs), technical documentation and quality records.
- Created, controlled and maintained master samples to ensure product consistency and adherence to approved specifications.
- Developed, reviewed and updated technical specifications, technical data sheets and control plans.
- Supported FSC and PEFC certification requirements, ensuring ongoing compliance and successful audit outcomes.
- Contributed to the successful completion of a major product quality improvement programme, helping the organisation identify and address the underlying causes of customer complaints.
Supplier Quality Assurance Engineer at Bailey's Caravans (2019-10 – 2025-01)
- Led the Reject Control Team, providing supervision, support and direction to team members while maintaining high standards of performance and accountability.
- Managed supplier quality concerns from identification through to resolution, utilising structured problem-solving methodologies including 8D, 5 Whys and Ishikawa Analysis.
- Developed and implemented a company-wide internal reject reduction programme which reduced quality-related losses from £3 million to £2 million.
- Worked closely with suppliers, customers and internal stakeholders to improve product quality, reduce non-conformances and enhance customer satisfaction.
- Managed supplier reject processes, including investigation, containment activities, corrective actions, returns and recovery of associated costs.
- Maintained oversight of ongoing supplier 8D investigations, ensuring actions were completed and verified within agreed timescales.
- Produced and presented weekly quality, performance and cost reports to senior leadership teams, highlighting trends, risks, root causes and improvement opportunities.
- Conducted root cause investigations into internal and external quality concerns, implementing corrective and preventive actions to reduce recurrence.
- Supported risk assessment and risk management activities, identifying potential quality risks and implementing mitigation strategies.
- Collaborated with production, engineering and purchasing teams to improve manufacturing processes and supplier performance.
- Contributed to maintaining compliance with ISO 9001 quality management requirements and continuous improvement objectives.
- Acted as a key liaison between suppliers, customers and internal departments to ensure quality expectations were understood and achieved.
Quality Technician at Bailey Caravans (2016-02 – 2019-10)
- Sign-off of completed caravans and motorhomes.
- Quality inspections and customer standard verification.
- Analysis and reporting of quality performance data.
Junior Field Engineer at Northern Automotive Systems (2013-02 – 2015-11)
- Customer liaison and product inspections.
- Layered process audits and control plan development.
- Calibration and training support across the business.
Quality Technician at Northern Automotive Systems (2004-02 – 2013-02)
- Process audits, inspections and production support.
- Measurement and testing of production stock.
- Maintenance of quality records and databases.
Quality Auditor at Northern Automotive Systems (2002-11 – 2004-02)
- Finished goods audits and production line audits.
