The role of Quality Assurance Analyst will include:
1. Conduct thorough quality checks of complaints handling, ensuring compliance with internal policies, industry standards, and regulatory requirements
2. Assess the accuracy, fairness, and resolution of complaints to uphold the highest standards of service
3. Provide structured feedback and coaching to all complaint handlers within the end to end process, identifying areas of improvement and celebrating excellence
4. Deliver actionable insights to teams and management to support a culture of learning and growth
5. 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:
6. Strong analytical skills with the ability to interpret data and identify trends
7. Excellent coaching and mentoring capabilities, fostering individual and team development
8. Extensive previous experience in a quality assurance role within a complaints management or customer service environment
9. Previous experience within a change management role
10. Proven experience in conducting root cause analysis and process improvement initiatives
Why work for us?
We are a not-for-profit housing association, and own and manage around 125,000 homes. We foster a diverse and inclusive culture, and nurture and reward talent. Our customers are at the heart of all we do, and colleagues help make a real difference to people’s lives.
Our Benefits
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:
11. 25 days annual leave (rising to a maximum of 30 days) plus public holidays (pro rata)
12. A pension scheme with employer contributions from Sanctuary
13. Life Assurance
14. Employee Advice Service including counselling
15. Cycle to Work scheme
16. Voluntary health plans
17. Employee discounts
18. Wellbeing support and tools
19. Employee recognition scheme
20. Staff Networks, with a shared interest in inclusion, and who provide invaluable support to colleagues
21. Role salary is £37,232 per annum
(if the link is unavailable please visit the Sanctuary careers website)