Quality Assurance Specialist

Green Britain Group; Stroud; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A renewable energy organization based in Stroud is seeking a Quality Administrator to evaluate agent performance and improve customer experiences. If you have a passion for quality and a detail-oriented approach, this could be your opportunity to contribute to a mission-driven team that promotes sustainability and innovation in green energy.

Benefits

Healthcare plan

Volunteering Day

Hybrid Working

Various company discounts

25 days holiday plus bank holidays

Cycle to work scheme

Qualifications

• Experience in customer service.
• Understanding of the energy industry is desirable.
• Strong computer literacy.

Responsibilities

• Evaluate agent and process performance against compliance.
• Support Team Leaders in delivering feedback on coaching sessions.
• Develop and implement quality assurance standards.

Skills

Exceptional attention to detail

Strong grasp of customer service principles and standards

Clear and confident communication (verbal and written)

Analytical mindset

Ability to multitask

Comfortable using CRM systems

Tools

Microsoft Office

Job description

Location-Hybrid with two days per week in Stroud office (GL5)

Are you someone who takes pride in precision and thrives on making things better? If you enjoy digging into details, spotting opportunities for improvement, and helping others succeed, this role could be a great fit. Join us at Ecotricity and be part of a team that’s leading the charge in Britain’s green energy revolution. As we enter an exciting phase of growth in our B2B division, we’re looking for a Quality Administrator to help us deliver exceptional customer experiences and uphold the highest standards across our operations and processes.

As a Quality Assurance Specialist, you’ll play a key role in evaluating and improving the performance of our B2B and Microtricity teams. You’ll assess customer interactions and core industry tasks to ensure accuracy, compliance, and a consistently positive experience. Working closely with our B2B Leadership team, you’ll provide detailed feedback and support continuous improvement initiatives.

This is a great opportunity to make a meaningful impact in a fast-paced, purpose-driven environment.

Key Responsibilities

• Evaluate agent and process performance against regulatory compliance, commercial controls, data accuracy and behavioural standards.
• Complete a targeted number of quality checks each month across B2B teams including Sales, Customer Experience, and Microtricity teams.
• Support Team Leaders and Managers in delivering feedback on process and coaching sessions.
• Develop and implement quality assurance standards for new and existing processes.
• Monitor customer service interactions (live or recorded) to ensure compliance with company policies and service standards.
• Analyse customer service data to identify trends and areas for improvement.
• Collaborate with B2B Leadership to drive corrective actions and continuous improvement.
• Document findings and recommendations to ensure transparency and accountability.
• Stay up to date with industry best practices and emerging technologies.
• Contribute to the development of B2B Growth Plans.
• Carry out additional tasks as requested by your manager or department head.

About You

You’re passionate about quality and bring a detail-oriented, analytical, and methodical approach to your work. You communicate clearly and build strong relationships that help drive collaboration and continuous improvement. As part of a small team you'll be expected to handle your own workload, so you'll be comfortable multi-tasking and managing priorities in a fast-paced environment.

Knowledge & Experience

• Experience in customer service
• Understanding of the energy industry (desirable)
• Strong computer literacy, including Microsoft Office

Skills

• Exceptional attention to detail
• Strong grasp of customer service principles and standards
• Clear and confident communication (verbal and written)
• Analytical mindset with the ability to interpret data and identify trends
• Ability to multitask and manage priorities in a dynamic environment
• Comfortable using CRM systems and quality assurance tools

Attributes

• Methodical, logical, and well-organized
• Self-motivated and efficient in managing workload
• Open to feedback and proactive in applying it
• Builds effective relationships internally and externally
• Solutions-focused and resourceful problem solver
• Committed to continuous improvement
• Positive, engaging, and motivating attitude
• Collaborative team player
• Flexible and adaptable approach

If you’re excited by the idea of making a real difference in a company that’s passionate about sustainability and innovation, we’d love to hear from you. Apply today and help us shape the future of green energy.

About Us

What's in it for you...

Healthcare plan, life assurance and generous pension contribution
Volunteering Day
Hybrid Working
Various company discounts (including shops, gyms, days out and events)
Holiday of 25 days (plus bank holidays) & ability to buy/sell days
Cycle to work scheme, car pooling and onsite parking available

As a valued member of the team, you will be supporting the Group Environmental Policy and its associated sustainability objectives and targets.

Flexibility statement

The fast moving nature of the company's business means that from time to time you may be asked to perform duties or tasks outside of your original job description on an ad hoc basis. This allows the company to use its people in the best possible way at all times and helps the employees to make their contribution in a changing environment.

Ecotricity is Britain's greenest energy company. When we started back in 1995, we were the first company in the world to provide a new kind of electricity - the green kind.

Our mission was, and remains, to change the way energy is made and used in Britain - by replacing fossil fuels with clean, renewable energy.

We don't just supply green energy, we use the money from our customers' bills to make it ourselves too - we build windmills, sun parks and green gasmills in Britain. We call this turning 'bills into mills'. Some of our biggest achievements to date include building Britain's first megawatt windmill and the country's first grid-scale sun park, as well as building our first green gasmill, generating 100% green gas from a source that we will never run out of grass.

We don't just focus on energy though- we built the Electric Highway, Britain's leading network of electric vehicle charging points; we helped Forest Green Rovers become the greenest football club in the world; and we launched Britain's greenest mobile phone service, Ecotalk, where they use the money from their customers' bills to protect and regenerate Britain's lost rainforests.

Ecotricity is an equal opportunities employer and is committed to providing equality for all.