Quality Assurance Specialist

Location: Hybrid with two days per week in Stroud office (GL5)

Are you someone who takes pride in precision and thrives on making things better? If you enjoy digging into details, spotting opportunities for improvement, and helping others succeed, this role could be a great fit. Join us at Ecotricity and be part of a team that’s leading the charge in Britain’s green energy revolution. As we enter an exciting phase of growth in our B2B division, we’re looking for a Quality Administrator to help us deliver exceptional customer experiences and uphold the highest standards across our operations and processes.

As a Quality Assurance Specialist, you’ll play a key role in evaluating and improving the performance of our B2B and Microtricity teams. You’ll assess customer interactions and core industry tasks to ensure accuracy, compliance, and a consistently positive experience. Working closely with our B2B Leadership team, you’ll provide detailed feedback and support continuous improvement initiatives. This is a great opportunity to make a meaningful impact in a fast-paced, purpose-driven environment.

• Evaluate agent and process performance against regulatory compliance, commercial controls, data accuracy and behavioural standards.
• Complete a targeted number of quality checks each month across B2B teams including Sales, Customer Experience, and Microtricity teams.
• Support Team Leaders and Managers in delivering feedback on process and coaching sessions.
• Develop and implement quality assurance standards for new and existing processes.
• Monitor customer service interactions (live or recorded) to ensure compliance with company policies and service standards.
• Analyse customer service data to identify trends and areas for improvement.
• Collaborate with B2B Leadership to drive corrective actions and continuous improvement.
• Document findings and recommendations to ensure transparency and accountability.
• Stay up to date with industry best practices and emerging technologies.
• Contribute to the development of B2B Growth Plans.
• Carry out additional tasks as requested by your manager or department head.

You’re passionate about quality and bring a detail-oriented, analytical, and methodical approach to your work. You communicate clearly and build strong relationships that help drive collaboration and continuous improvement. As part of a small team you’ll be expected to handle your own workload, so you’ll be comfortable multi-tasking and managing priorities in a fast-paced environment.

• Experience in customer service
• Understanding of the energy industry (desirable)
• Strong computer literacy, including Microsoft Office

• Exceptional attention to detail
• Strong grasp of customer service principles and standards
• Clear and confident communication (verbal and written)
• Analytical mindset with the ability to interpret data and identify trends
• Ability to multitask and manage priorities in a dynamic environment
• Comfortable using CRM systems and quality assurance tools

• Methodical, logical, and well-organized
• Self-motivated and efficient in managing workload
• Open to feedback and proactive in applying it
• Builds effective relationships internally and externally
• Solutions-focused and resourceful problem solver
• Committed to continuous improvement
• Positive, engaging, and motivating attitude
• Collaborative team player
• Flexible and adaptable approach

If you’re excited by the idea of making a real difference in a company that’s passionate about sustainability and innovation, we’d love to hear from you. Apply today and help us shape the future of green energy.

• Healthcare plan, life assurance and generous pension contribution
• Volunteering Day
• Hybrid Working
• Various company discounts (including shops, gyms, days out and events)
• Holiday of 25 days (plus bank holidays) & ability to buy/sell days
• Cycle to work scheme, car pooling and onsite parking available

As a valued member of the team, you will be supporting the Group Environmental Policy and its associated sustainability objectives and targets. The fast moving nature of the company’s business means that from time to time you may be asked to perform duties or tasks outside of your original job description on an ad hoc basis. This allows the company to use its people in the best possible way at all times and helps the employees to make their contribution in a changing environment.