Quality and Insights Manager

Quality & Insights Manager

Newcastle upon Tyne, hybrid working minimum 2 days office based per week

Permanent, full (37.5 hpw)

Earn £40,000 pa, with brilliant benefits!

 

‘Previous applicants need not apply’

 

Home, a place where you belong

 

You know that great service doesn’t happen by accident.

It’s built on care, consistency and a clear picture of how we’re doing.

If you’ve ever thought “there’s a better way to do this” and wanted the space to make it happen, this could be your moment.

 

We’re looking for someone who can bring quality assurance to life, not just in processes, but in how our colleagues work together, learn and grow.

With experience of coaching and training a new team.

You’ll be the person who spots what’s going well, sees where we can improve, and turns that into insight that will drive changes that really matter for our customers.

 

You’ll join our friendly Customer Service Quality and Improvement team, where we work hard to make sure every customer gets the right service, first time.

You’ll have the freedom to dig deep into the details to share insights and manage the actions that drive better customer experiences.

What you’ll do


* Build and manage a simple, consistent quality assurance framework that works for everyone and drives excellent customer outcomes and brilliant colleague experience.


* Turn checks, audits and feedback into clear insights and suggested actions


* Manage and support a team of coaches and a trainer, ensuring the training programme and coaching support are insight-driven and focused on improving performance


* Work with leaders and team to help them understand how we are performing and drive a continuous improvement culture within the team


* Keep our processes and standards fresh, relevant and fit for the future


* Spot training needs quickly and working with our trainer along with L&D to put the right support in place


* Make sure the customer’s voice is at the heart of every change we make

Why choose us

Imagine finishing each day knowing you’ve made a real difference in our customers’ lives.

That’s exactly what you’ll do here, working for a top 10 Great Place to Work in the UK! You’ll have space to grow, support to learn, and the chance to shape something brand new.

What you bring


* A qualification in quality management, auditing, or equivalent experience in setting up or managing quality assurance in a regulated setting


* Knowledge of improvement tools such as Lean Six Sigma or Agile methods


* A curious mind with great analytical and problem-solving skills


* The confidence to share clear timely feedback that drives action


* Strong management, communication and influencing skills with a collaborative approach


* Passion for coaching and helping others grow


* Enthusiasm to build something new and take people on the journey with you

Job details


* You’ll work Monda...