Quality Assurance Analyst

Salary: £30,000Role type : Permanent, Full Time (37.5 hours per week)Location: Remote first, requirements to attend offices in Peterborough, London and Stoke on an ad-hoc basisReporting to: Training & Quality Manager, OperationsAbout HometreeJoin Hometree Group and be at the forefront of transforming the residential energy landscape. Founded in 2015, Hometree began its journey in the home cover market. Today, we are spearheading the shift towards a future where home energy systems are decentralised, digitised, and reliant on renewable sources such as heat pumps, solar panels, batteries, EV chargers, and smart controls. This innovative approach is not just about sustainability; it is about empowering homeowners to manage their energy more efficiently and cost-effectively, thereby setting new standards in energy consumption.We operate across three dynamic divisions :Financial Services: Here, you\'ll contribute to offering flexible financing options that make it feasible for homeowners to embrace renewable energy technologies and make essential upgrades.Energy Services: Be part of our extensive network of local installation businesses that equip homeowners with the cutting-edge, sustainable energy solutions necessary for reaching net-zero emissions.Home Services: Help maintain the comfort and functionality of homes with comprehensive coverage plans that protect the essential hardware in the home.At Hometree Group, we are committed to guiding UK homeowners on their journey towards more sustainable energy solutions, and we need passionate individuals to support them at every step. Join us during this exciting time, and play a pivotal role in a business that supports sustainable homeownership in alignment with their readiness and needs.Key Achievements🏆 £85m+ Capital Raised - We’ve raised over £85m to date from leading global investors including Legal & General Capital and specialist energy VCs🏆 5Acquisitions - We\'ve expanded our operations by acquiring four key companies across financing (Hometree Finance - formerly Bewarm), home cover (Your Repair) and installations (Geowarmth,The Little Green Energy Company, and GreenGen).🏆 100k Homes Covered - We cover over one hundred thousand homes across the UK🏆 280+ Employees - We have over 250 passionate employees transforming the industry across the Group, one home at a timeThe RoleOur Operations teams are at the forefront of all customer interactions at Hometree. They are responsible for delivering exceptional service across multiple communication channels and throughout every stage of the customer lifecycle—from purchasing new policies and updating personal or payment information, to supporting customers through their end-to-end claims journey.You will oversee the quality of all customer interactions, ensuring we consistently deliver industry-leading service while maintaining full regulatory compliance. This includes monitoring interactions, scoring against internal and external frameworks and guidelines and providing feedback & coaching to individuals to drive success. And supporting with equipping both new and existing team members with the tools and knowledge they need to succeed—covering soft skills, process and system training, procedures, compliance, and industry standards.Responsibilities :Operational Service & Compliance Quality Assurance: Evaluating customer interactions into our omni-channel contact centre, scoring against our internal quality framework while operating within a regulated industry.Quality Trend Insights and Analysis: Identify insights from customer contact highlighting opportunities for further development resulting in high customer satisfaction rates.Delivering coaching sessions: Supporting colleagues to reach their full potential through 121 support.Drive transformation and change: Seek opportunities to challenge the status quo and endeavour to improve the customer and agent experience through enhancing tech and processDelivering training: Delivering and embedding both remote and in-person training to lead all operational teams to success.Evaluating Training Effectiveness: Analyse the impact of training programs, identify areas for improvement, and make recommendations to enhance training delivery.What we\’re looking for :Quality assurance experience: Historic experience in monitoring and evaluating customer interactions seeking for the best possible customer experience at all times.Industry knowledge of FCA requirements relating to Sales Compliance within the Insurance sectorA seasoned coach: An individual who has proven abilities to coach individuals and teams to reach their full potential within industry and company guidelines and frameworks.Self-Motivated: A confident self-starter with a passion and flair for delivering high quality and engaging training to pass on skills to teams to deliver customer excellence.Strong Communication Skills: Possess strong interpersonal and communication skills, to tailor to a dynamic workforce and beyond.Adaptability: A quick learner who can easily evolve their approach, figuring out what works and adapting to changing initiatives and products. Used to fast-paced, high volume work environment and thrives under pressure.Data driven: Analytical mindset with the ability to interpret data, identify trends, and implement improvements.Approachable individual: High level of emotional intelligence, empathy, and patience.(Desirable) Training experience: Historic experience in designing and delivering training both in person and remoteOur Recruitment Process :Initial Call: Start with an introductory call with our Junior Talent Acquisition Specialist to discuss the role and your potential fit. (30 mins)Stakeholder Interview: Spend time with our Training Manager and Head of Operations (1 hour)Work LocationThis is a remote role to enable our teams to have flexibility that works for them so you will need a comfortable and quiet home working environment. We hold monthly team meetings in Peterborough and London, which you will be expected to attend. There may be times we want to see you in the Peterborough office more often for extra training or meetings where required (no more than once a week). We also hold quarterly social events split between Peterborough and London.Perks of the jobWe have an ever expanding list of benefits that currently includes :Flexible remote workingGenerous commission scheme - where you can earn up to 40% of your salaryMonthly team meet ups in a central Peterborough location with lunch providedCareer grading with a clear progression pathway and pay ranges attached to recognise and reward increasing competence and skills33 days holiday inclusive of Bank Holidays prorated for part time roles, plus your birthdayPrivate pension contribution with up to a maximum 3% employer contributionGenerous enhanced Parental Leave policy which includes up to 13 weeks fully paid leave for primary caregivers, and 6 weeks fully paid leave for secondary carersFree boiler & home emergency cover - plus 40% discount for friends & familySupport for your mental health and wellbeing via OlivaMenopause support from Stella , including friends & family accessRegular team socials including Summer and Christmas partiesFCA Code of ConductAt Hometree, we prioritise ethical conduct and regulatory compliance. As a regulated financial services organisation, we operate under the strict guidelines and regulations set forth by the Financial Conduct Authority (FCA). We are committed to maintaining the highest standards of integrity and professionalism in all aspects of our business.As a prospective member of our team, you will be expected to fully embrace and adhere to the FCA Code of Conduct obligations. These obligations are designed to ensure the fair treatment of customers, the preservation of market integrity, and the promotion of healthy competition within the financial services industry.Equal Opportunity EmployerAt Hometree, we are committed to creating an inclusive and representative environment. We know that different experiences, perspectives and backgrounds make for a better workplace and a better planet. Together, we celebrate differences and promote a culture where you can bring your full self to work.We promise to give you the same opportunities as everyone else and we won\'t discriminate against you at any point in the hiring process or the working day. This includes how we source talent, our interview process, our conditions of employment, feedback and everything in between. #J-18808-Ljbffr