Quality Assurance Analyst

We have an opportunity for a Quality Assurance Analyst to join our team. 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 Complaints and Compliance to provide assurance to the business and internal and external stakeholders. This specific role will be monitoring the Compliance Process - specifically Gas and Fire Planning. 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
• Coordinate, develop, implement and help manage the new end to end quality monitoring workstream within Gas and Fire
• Provide structured feedback and coaching to all agents 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
  
  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 compliance/gas/fire environment
• Previous experience within a change management role
• Proven experience in conducting root cause analysis and process improvement initiatives
  
  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., View more detail about what it's like to work for our organisation, and what we offer on our Sanctuary careers pages at - www.sanctuary.co.uk/join-our-team
We work closely with the Home Office in order to prevent unlawful working. Sanctuary Group is a trading name of Sanctuary Housing Association, an exempt charity.

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. Our Benefits 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
• A pension scheme with employer contributions from Sanctuary
• Life Assurance
• Employee Advice Service including counselling
• Cycle to Work scheme
• Voluntary health plans
• Employee discounts
• Wellbeing support and tools
• Employee recognition scheme
• Staff Networks, with a shared interest in inclusion, and who provide invaluable support to colleagues
• Role salary is £38,535 (rising to £40,563 after 12 months, subject to satisfactory performance)