Quality Specialist

Location: Bexhill or Leicester

Please note: This role is being offered on a fixed term basis - though there may be potential for it to become a permanent position.

Welcome to Hastings Direct. We're a digital insurance provider with ambitious plans to become The Best and Biggest in the UK market. We've made huge investments in our data and tech capabilities over the past few years, along with nurturing our 4Cs culture. We're proud of the journey we're on as a company and know that our continued success will rely on the contribution of our talented colleagues. We provide insurance for over four million customers, but we know there's even bigger opportunity out there.

Role overview: As a department, Quality and Customer Assurance are moving towards a more outcome and evidence-led model. These roles help support this shift by completing robust assessments across customer interactions and operational work, applying standards consistently, and using evidence to show where customer outcomes or quality standards may need attention. The focus of the role is around assessment quality, clear rationale and appropriate escalation.

Job details - you'll need to have demonstrable experience in:

• Conducting quality assessments, Check the Checker reviews and targeted assurance activity across customer interactions and operational work queues (including telephony, written communications, Messenger and digital channels), ensuring delivery to agreed standards and timescales.
• Applying the Quality Assurance Framework consistently, using evidence, policy, guidance and customer context to assess complex customer journeys and determine whether the right customer outcomes have been achieved.
• Making fair, balanced and evidence-based judgements, considering customer impact, vulnerability, potential harm and adherence to required standards, escalating risks and quality concerns where appropriate.
• Supporting calibration, accreditation, appeals and assessment queries, helping to drive consistency in assessment standards, feedback quality and interpretation across channels and customer journeys.
• Identifying, documenting and communicating recurring findings, emerging risks and customer outcome concerns, providing clear evidence and practical observations to support quality improvement and operational decision-making.
• Maintaining high professional standards by keeping knowledge up to date, managing workload effectively, protecting confidentiality, building trusted relationships and demonstrating objectivity, consistency and accountability in all assessment activity.

Essential skills/experience:

• Experience in Quality Assurance, auditing, compliance, complaints, customer assessment or other roles requiring objective, evidence-based decision making.
• Experience operating within a regulated environment, with a strong understanding of the importance of fairness, consistency and customer outcomes.
• Proven ability to review customer interactions and operational activity across telephony, written or digital channels, assessing quality, accuracy, risk and customer impact.
• Understanding of quality frameworks, assessment standards and calibration principles, with experience in applying guidance and standards consistently.
• Good analytical, organisational and communication skills, with the ability to manage multiple priorities and deliver accurate work to agreed standards and comfortable with providing clear, constructive feedback.

Interview process: Recruiter intro/screening call, Interview with Hiring Leader (Teams).

As a Disability Confident employer, we're committed to ensuring our recruitment processes are fully inclusive. For this position, we're regrettably unable to accept applications through the DCS due to the extremely high volumes of applications we receive. However, you'll of course have fair access to support and adjustments throughout your recruitment journey.

Benefits: In addition to a competitive salary you will also receive:

• Flexible working - we champion a flexible hybrid working approach.
• Competitive bonus scheme - all colleagues are eligible for our annual 4Cs performance bonus.
• Financial wellbeing - life assurance cover, income protection at no extra cost, and matched pension contributions up to 10%.
• Mental wellbeing programme - thrive mental health app, colleague assistance programme available 24/7, in-house mental health first aiders, support groups.
• 25 days annual leave + bank holidays, with the option to buy or sell one of your weeks, access to health care cash back plans, dental plans, discounted health assessments, Cycle to work and tech schemes, discounted and free onsite facilities, social events throughout the year.

Company culture and values: Join us and you'll find a different way of doing things. We call it the 4Cs. We focus on getting it right for our colleagues, customers, company and community. Hastings Group is an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status.

Hastings Direct is a fast growing, agile, digitally focused general insurance provider of products and services to over 4 million customers in the UK, employing over 4,600 colleagues. Our vision - to be the best and biggest digital insurance provider in the market.