Quality Assurance Analyst

Sanctuary Group; Worcester; Hybrid; GBP 37,000 - 40,000; Full time

Job description

Sanctuary is one of the UK’s leading providers of housing, care and community services. With around 13,000 employees, we maintain a culture where diversity is valued and talent is nurtured and rewarded.

Worcester based with a balance of home and office working

£37,232- £39,192 per year

37.5 hours per week

We have an opportunity for a Quality Assurance Analyst to join our team based in Worcester. This role sits within the Customer Relations department. It is a brand new workstream that will report into the Resolutions Team Manager. The team will be helping to develop, support and lead the implementation of this new process. They will also coordinate, develop and manage the delivery of high-quality outcomes by monitoring and evaluating the end-to-end complaints process to provide assurance to the business and internal and external stakeholders.

The role of Quality Assurance Analyst will include:

• Conduct thorough quality checks of complaints handling, ensuring compliance with internal policies, industry standards, and regulatory requirements
• Assess the accuracy, fairness, and resolution of complaints to uphold the highest standards of service
• Coordinate, develop, implement and help manage the new end-to-end quality monitoring workstream to fit within the customer experience team development
• Provide structured feedback and coaching to all complaint handlers within the end-to-end process, identifying areas of improvement and celebrating excellence
• Deliver actionable insights to teams and management to support a culture of learning and growth
• Partner with key stakeholders, including compliance, training, and operational teams, to ensure quality standards align with organisational goals, whilst acting as a bridge between quality assurance and operational teams, fostering open communication and alignment

Skills and experiences:

• Strong analytical skills with the ability to interpret data and identify trends
• Excellent coaching and mentoring capabilities, fostering individual and team development
• Extensive previous experience in a quality assurance role within a complaints management or customer service environment
• Previous experience within a change management role
• Proven experience in conducting root cause analysis and process improvement initiatives

Why work for us?

Sanctuary Housing is one of the UK’s leading social landlords, providing around 70,000 homes across England. We give our residents good quality, affordable homes in communities that they can be proud of. As part of a not-for-profit organisation, we reinvest any surplus we make back into the local communities we serve.

As part of our commitment to making Sanctuary a great place to work, where your wellbeing is of genuine importance, we have developed an attractive employment package. The package recognises your contribution, supports your physical, mental and financial health and gives you the flexibility to tailor your employee benefits by offering:

• 25 days annual leave (rising to a maximum of 30 days) plus public holidays
• A pension scheme with employer contributions from Sanctuary
• Life Assurance
• Employee Advice Service including counselling
• Cycle to Work scheme
• Voluntary health plans
• Wellbeing support and tools
• Employee Networks, with a shared interest in inclusion, and who provide invaluable support to colleagues
• £37,232 per annum (rising to £39,192 per annum after 12 months, subject to satisfactory performance)

If you're unsure about any details, have questions about the role or want to discuss a need for adjustments, our fantastic talent team will be happy to help you – [e-mail]

We reserve the right depending on application numbers to close or extend the closing dates for positions; we would therefore recommend an early application.

Inclusion is one of our core values. Our goal is to be a diverse, inclusive organisation where our people thrive and meet our customers’ needs with fairness and empathy. We know having a range of ideas and opinions makes a difference. We encourage and welcome applications from people from diverse backgrounds to support this mission. We will make adjustments throughout your application process, in line with Sanctuary’s commitment to our Disability Confident employer status.

Building Equality and Diversity

Sanctuary Group encourages and welcomes applications from people from diverse backgrounds to support our commitment to offering an inclusive environment for our employees and customers.

Sanctuary Group is a trading name of Sanctuary Housing Association, an exempt charity.