Quality & Insights Manager Newcastle upon Tyne, hybrid working minimum 2 days office based per week Permanent, full (37.5 hpw) Earn £40,000 pa, with bril liant benefits! Home, a place where you belong You know that great service doesn’t happen by accident. It’s built on care, consistency and a clear picture of how we’re doing. If you’ve ever thought “there’s a better way to do this” and wanted the space to make it happen, this could be your moment. We’re looking for someone who can bring quality assurance to life, not just in processes, but in how our colleagues work together, learn and grow. This is a new role, so you’ll shape it from day one. You’ll be the person who spots what’s going well, sees where we can improve, and turns that into insight that will drive changes that really matter for our customers. You’ll join our friendly Customer Service Quality and Improvement team, where we work hard to make sure every customer gets the right service, first time. You’ll have the freedom to dig deep into the details, but also the backing to make your insights count. What you’ll do · Build and manage a simple, consistent quality assurance process that works for everyone and drives excellent customer outcomes and brilliant colleague experience. · Turn checks, audits and feedback into clear insights and suggested actions · Work with leaders and team to help them understand how we are performing and drive a continuous improvement culture within the team · Keep our processes and standards fresh, relevant and fit for the future · Spot training needs quickly and work with L&D to put the right support in place · Make sure the customer’s voice is at the heart of every change we make Why choose us Imagine finishing each day knowing you’ve made a real difference in our customers’ lives. That’s exactly what you’ll do here, working for a top 10 Great Place to Work in the UK! You’ll have space to grow, support to learn, and the chance to shape something brand new. What you bring · A qualification in quality management, auditing, or equivalent experience in setting up or managing quality assurance in a regulated setting · Knowledge of improvement tools such as Lean Six Sigma or Agile methods · A curious mind with great analytical and problem-solving skills · The confidence to share clear timely feedback that drives action · Strong communication and influencing skills with a collaborative approach · Passion for coaching and helping others grow · Enthusiasm to build something new and take people on the journey with you Job details · You’ll work Monday to Friday · This is a hybrid role, and you’ll spend a minimum of 2 days in our One Strawberry Lane office, and the rest working from home A place where you belong We do our best work when we can be ourselves. That’s why inclusion and wellbeing shape our policies and daily practice. Our diversity networks, Multicultural, LGBTQIA, Women, and Disability, along with peers and allies, help us thrive. Together we make Home Group a great place to work ! What’s in it for you? · Enjoy 34 days leave (this includes bank holidays and a "me day"!), and the option to buy five days more (subject to criteria). · 2 days paid volunteering · Generous pension and 3x salary life insurance. Check more benefits online! · Save up to £1140 yearly with our health cash plan, covering dental, optical, and therapies. · 800 discounts or cashback on shopping, holidays, and more. · We’re a top 10 UK Wellbeing employer; our tools and support are here when you need them! · Grow your career with us, we’ll help you take the next step. Ready to join us? Click APPLY NOW to see the Quality & Insights Manager job description, learn about us, and for help to apply. Don’t wait, roles can close early, so apply and take the first step towards making a difference. To let us know how we can help you shine in our process, email recruitment@homegroup.org.uk to discuss your reasonable adjustments.