Quality and Insights Manager at Home Group

Newcastle upon Tyne, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

06 May, 26

Salary

40000.0

Posted On

05 Feb, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Quality Assurance Framework Management, Insight Generation, Actionable Improvements, Coaching, Training Delivery, Performance Improvement, Continuous Improvement Culture, Process Management, Customer Focus, Line Management, Contact Centres, Customer Service Environments, Auditing, Analytical Problem-Solving, Communication, Influencing

Industry

Non-profit Organizations

Description

Quality and Insights Manager Salary £40,000 per annum plus, 34 days leave, (this includes bank holidays and a “me day”) and the option to buy 5 more each year Permanent, full time (37.5 hpw) hybrid working, minimum 2 days per week in our One Strawberry Lane office Newcastle upon Tyne We can’t offer a CoS for this role Home, a place where you belong Join our Customer Service Quality and Improvement team as our Quality & Insights Manager, where you’ll dig deep into the detail, uncover insights, and drive meaningful actions that elevate our customer experience. We’re looking for a confident, credible leader who knows great service is built on care, consistency, and a desire to find better ways of working. If you’re ready to bring quality assurance to life, shaping processes, coaching others, and turning insight into change that truly matters, this is your moment. What you’ll do Build and manage a simple, consistent quality assurance framework that drives excellent customer outcomes and a brilliant colleague experience. Turn checks, audits and feedback into clear insights and actionable improvements. Lead and support coaches and a trainer to deliver insight‑driven training and coaching that improves performance, quickly identifying training needs with L&D. Work with leaders and teams to understand performance and embed a strong continuous‑improvement culture. Keep processes and standards fresh, relevant and future‑focused, ensuring the customer’s voice guides every change. Why join us This role gives you the opportunity to shape how great service happens, digging into the detail, uncovering insights and turning them into improvements that genuinely transform the customer experience. You’ll lead with confidence, influence how colleagues collaborate, and build a culture where quality, learning and growth thrive. If you’re driven by finding better ways of working and want the freedom to make meaningful change, this is where you can make your mark. Be part of one of the UK’s top 10 Great Places to Work! You have Strong line management experience, with a background in contact centres or customer service environments. Qualified in quality management or auditing or experienced in setting up or managing quality assurance in regulated settings. A curious, analytical problem‑solver with the confidence to give clear, timely feedback that drives action. Excellent communication and influencing skills, with a collaborative approach and a passion for coaching and helping others grow. Enthusiasm for building something new and taking people on the journey with you. Stronger together We do our best work when we’re ourselves. That’s why inclusion, wellbeing, and our diversity networks help make Home Group a great place to work! The practical bits You’ll work Monday to Friday This is a hybrid role, and you’ll spend a minimum of 2 days in our One Strawberry Lane office, and the rest working from home What’s in it for you? Health cash plan saving you (and your children) £1140+ each year covering dental, opticians, prescriptions and more Matching pension contribution (up to 7%25 and life insurance of 3x basic salary) 800+ discounts on shops, holidays, days out, tech and more Top 20 in the UK for Wellbeing Work your way with flexibility to balance life and work Find out more Click APPLY NOW to see our Quality and Insights Manager job Description, find out about us and for help to apply. Roles can close early, so don’t wait. For reasonable adjustments email recruitment@homegroup.org.uk

Responsibilities

The manager will build and manage a consistent quality assurance framework to drive excellent customer outcomes and colleague experience, turning audits and feedback into clear insights and actionable improvements. They will also lead and support coaches and a trainer in delivering insight-driven training while embedding a strong continuous-improvement culture with leaders and teams.