Quality Assurance Specialist – Customer Outcomes

Hastings Direct; Leicester; On-site; GBP 29,000 - 42,000; Full time

Benefits offered by this job

Flexible working

Annual bonus scheme

Pension and life cover

Job summary

Hastings Direct is seeking a Quality Specialist to drive outcome- and evidence-led assessments across customer interactions and operational work. The role focuses on assessment quality, clear rationale and appropriate escalation.

You will apply the QA framework consistently, review telephony, written and digital channels, and contribute to calibration and continuous quality improvement initiatives. This fixed-term position offers hybrid working arrangements and opportunities to progress.

Qualifications

• Experience in Quality Assurance, auditing, compliance or complaints.
• Ability to review customer interactions and assess outcomes objectively.
• Understanding of QA frameworks and calibration principles.
• Strong analytical, organisational and communication skills.

Responsibilities

• Conduct quality assessments across customer interactions and channels.
• Apply QA framework consistently using policy and evidence.
• Escalate risks and quality concerns with clear rationale and data.
• Support calibration, accreditation and QA-related queries.
• Identify recurring findings and drive quality improvements.

Skills

Quality Assurance

Auditing

Compliance

Complaints handling

Customer assessment

Evidence-based decisions

Job description

Hastings Direct is seeking a Quality Specialist to drive outcome- and evidence-led assessments across customer interactions and operational work. The role focuses on assessment quality, clear rationale and appropriate escalation.

You will apply the QA framework consistently, review telephony, written and digital channels, and contribute to calibration and continuous quality improvement initiatives. This fixed-term position offers hybrid working arrangements and opportunities to progress.