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- Tasks: Shape quality assurance processes and drive impactful insights for customer service.
- Company: Join a top 10 Great Place to Work in the UK with a focus on inclusion.
- Benefits: Enjoy 34 days leave, generous pension, and health cash plan.
- Why this job: Make a real difference in customers' lives while growing your career.
- Qualifications: Experience in quality management and strong analytical skills required.
- Other info: Hybrid role with a supportive team and excellent career growth opportunities.
The predicted salary is between 34000 - 46000 £ per year.
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 cant 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 youll dig deep into the detail, uncover insights, and drive meaningful actions that elevate our customer experience. Were 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 youre ready to bring quality assurance to life, shaping processes, coaching others, and turning insight into change that truly matters, this is your moment.
What youll do
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Build and manage a simple, consistent quality assurance framework that drives excellent customer outcomes and a brilliant colleague experience.
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Turn checks, audits and feedback into clear insights and actionable improvements.
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Lead and support coaches and a trainer to deliver insight-driven training and coaching that improves performance, quickly identifying training needs with L&D.
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Work with leaders and teams to understand performance and embed a strong continuous-improvement culture.
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Keep processes and standards fresh, relevant and future-focused, ensuring the customers 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. Youll lead with confidence, influence how colleagues collaborate, and build a culture where quality, learning and growth thrive. If youre 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 UKs top 10 Great Places to Work!
You have
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Strong line management experience, with a background in contact centres or customer service environments.
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Qualified in quality management or auditing or experienced in setting up or managing quality assurance in regulated settings.
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A curious, analytical problem-solver with the confidence to give clear, timely feedback that drives action.
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Excellent communication and influencing skills, with a collaborative approach and a passion for coaching and helping others grow.
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Enthusiasm for building something new and taking people on the journey with you.
Stronger together
We do our best work when were ourselves. Thats why inclusion, wellbeing, and our diversity networks help makeHome Group a great place to work!
The practical bits
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Youll work Monday to Friday
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This is a hybrid role, and youll spend a minimum of 2 days in our One Strawberry Lane office, and the rest working from home
Whats in it for you?
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Health cash plan saving you (and your children) £1140+ each year covering dental, opticians, prescriptions and more
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Matching pension contribution (up to 7% and life insurance of 3x basic salary)
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800+ discounts on shops, holidays, days out, tech and more
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Top 20 in the UK for Wellbeing
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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 aboutus and for help to apply. Roles can close early, so dont wait.
For reasonable adjustments email
Quality and Insights Manager employer: Home Group Limited
Contact Detail:
Home Group Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Quality and Insights Manager
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at local events. A friendly chat can lead to opportunities you might not find on job boards.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Show us that you understand what makes our team tick and how you can contribute to our mission.
✨Tip Number 3
Practice your answers to common interview questions, but keep it natural. We want to see your personality shine through, so don’t be afraid to let your enthusiasm for the role show!
✨Tip Number 4
Apply directly through our website! It’s the best way to ensure your application gets seen by the right people. Plus, you’ll get all the latest updates on our roles and company news.
We think you need these skills to ace Quality and Insights Manager
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Quality and Insights Manager role. Highlight your experience in quality management and any relevant tools like Lean Six Sigma or Agile methods. We want to see how your skills align with what we're looking for!
Showcase Your Analytical Skills: In your application, don’t shy away from demonstrating your analytical and problem-solving abilities. Share examples of how you've turned insights into actionable changes in previous roles. This is key for us as we want someone who can drive continuous improvement.
Communicate Clearly: Strong communication is vital for this role, so make sure your application reflects that. Use clear and concise language, and don’t forget to convey your passion for coaching and helping others grow. We love a collaborative approach!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets the attention it deserves. Plus, you’ll find all the details about the role and our fantastic benefits there!
How to prepare for a job interview at Home Group Limited
✨Know Your Quality Assurance Basics
Make sure you brush up on your knowledge of quality management and assurance processes. Be ready to discuss how you've implemented these in previous roles, especially in regulated settings. This will show that you understand the core of what the role entails.
✨Showcase Your Analytical Skills
Prepare examples of how you've used analytical tools like Lean Six Sigma or Agile methods to drive improvements. Think about specific situations where your insights led to tangible changes. This will demonstrate your problem-solving abilities and your fit for the role.
✨Communicate with Confidence
Practice articulating your thoughts clearly and confidently. Since the role involves influencing others and providing feedback, being able to communicate effectively is key. Consider doing mock interviews with a friend to refine your delivery.
✨Emphasise Your Collaborative Spirit
This position requires working closely with teams and leaders. Be prepared to discuss how you've fostered collaboration in past roles. Share stories that highlight your passion for coaching and helping others grow, as this aligns perfectly with the company’s values.
