Quality and Insights Manager

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 min...