Quality Assurance Analyst

Sanctuary manages rented and shared ownership homes and supports community initiatives for thousands of customers across England. Our staff help make a real difference to the quality of people’s lives.

Quality Assurance Analyst

Worcester based with a balance of home and office working

£37,232 per year

37.5 hours per week

Internal posting - 12 month secondment opportunity available upon current line management approval

External posting - Temporary position for up to 12 months

We have an opportunity for a Quality Assurance Analyst to join our team based in Worcester. You will be working remotely with occasional travel to the office. Working as a Quality Assurance Analyst within the Customer Relations department, you will report into the Quality Assurance Operational Lead. The team coordinate, develop and manage the delivery of high-quality outcomes by monitoring and evaluating the end-to-end complaints process to provide assurance to the business and internal and external stakeholders.

The role of Quality Assurance Analyst will include:

• Conduct thorough quality checks of complaints handling, ensuring compliance with internal policies, industry standards, and regulatory requirements
• Assess the accuracy, fairness, and resolution of complaints to uphold the highest standards of service
• Provide structured feedback and coaching to all complaint handlers within the end to end process, identifying areas of improvement and celebrating excellence
• Deliver actionable insights to teams and management to support a culture of learning and growth
• 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:

• Strong analytical skills with the ability to interpret data and identify trends
• Excellent coaching and mentoring capabilities, fostering individual and team development
• Extensive previous experience in a quality assurance role within a complaints management or customer service environment
• Previous experience within a change management role
• 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.

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:

• 25 days annual leave (rising to a maximum of 30 days) plus public holidays (pro rata)
• A pension scheme with employer contributions from Sanctuary
• Life Assurance
• Employee Advice Service including counselling
• Cycle to Work scheme
• Voluntary health plans
• Wellbeing support and tools
• Staff Networks, with a shared interest in inclusion, and who provide invaluable support to colleagues

If you're unsure about any details, have questions about the role or want to discuss a need for adjustments, our fantastic talent team will be happy to help you – hous

We reserve the right depending on application numbers to close or extend the closing dates for positions; we would therefore recommend an early application.

Inclusion is one of our core values. Our goal is to be a diverse, inclusive organisation where our people thrive and meet our customers’ needs with fairness and empathy. We know having a range of ideas and opinions makes a difference. We encourage and welcome applications from people from diverse backgrounds to support this mission. We will make adjustments throughout your application process, in line with Sanctuary’s commitment to our Disability Confident employer status.

Building Equality and Diversity

Sanctuary Group encourages and welcomes applications from people from diverse backgrounds to support our commitment to offering an inclusive environment for our employees and customers.

We work closely with the Home Office in order to prevent illegal working.

Sanctuary Housing Services Limited is a subsidiary of Sanctuary Housing Association, an exempt charity.

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