Quality and Insights Manager

Home Group; Newcastle upon Tyne; Hybrid; GBP 40,000; Full time

Job summary

A community-focused organization in Newcastle upon Tyne is seeking a Quality and Insights Manager to lead quality assurance efforts. You will build processes that enhance customer outcomes and support a culture of continuous improvement. Ideal candidates will have experience in quality management and strong analytical skills. This hybrid role offers a salary of £40,000 with numerous benefits, including generous leave and a health cash plan.

Benefits

34 days leave including bank holidays

Generous pension

Health cash plan

800+ discounts on shopping

Career growth support

Qualifications

• Experience in managing quality assurance in a regulated setting.
• Strong analytical and problem-solving capabilities.
• Ability to provide clear feedback that drives action.

Responsibilities

• Build and manage a quality assurance process.
• Turn checks, audits, and feedback into actionable insights.
• Drive a culture of continuous improvement within the team.

Skills

Quality management

Analytical skills

Problem-solving

Communication skills

Coaching

Team collaboration

Education

Qualification in quality management or equivalent experience

Tools

Lean Six Sigma

Agile methods

Job description

Overview

Job Description - Quality and Insights Manager (251597)

Job Description

Quality and Insights Manager - ( 251597 )

Description

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).
• 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.