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 Build and manage a simple, consistent quality assurance framework that drives excellent customer outcomes and a brilliant colleague experience. Turn checks, audits and feedback into clear insights and actionable improvements. Lead and support coaches and a trainer to deliver insight-driven training and coaching that improves performance, quickly identifying training needs with L&D. Work with leaders and teams to understand performance and embed a strong continuous-improvement culture. 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 Strong line management experience, with a background in contact centres or customer service environments. Qualified in quality management or auditing or experienced in setting up or managing quality assurance in regulated settings. A curious, analytical problem-solver with the confidence to give clear, timely feedback that drives action. Excellent communication and influencing skills, with a collaborative approach and a passion for coaching and helping others grow. 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 Youll work Monday to Friday 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? Health cash plan saving you (and your children) £1140 each year covering dental, opticians, prescriptions and more Matching pension contribution (up to 7% and life insurance of 3x basic salary) 800 discounts on shops, holidays, days out, tech and more Top 20 in the UK for Wellbeing 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 about us and for help to apply. Roles can close early, so dont wait. For reasonable adjustments email