Quality Specialist

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

Job Title: Quality Specialist

Location: Bexhill or Leicester

Please note: This role is being offered on a fixed term basis – though there may be potential for it to become a permanent position.

Welcome to Hastings Direct

We’re a digital insurance provider with ambitious plans to become The Best and Biggest in the UK market. We’ve made huge investments in our data and tech capabilities over the past few years, along with nurturing our 4Cs culture. We’re proud of the journey we’re on as a company and know that our continued success will rely on the contribution of our talented colleagues.

We provide insurance for over four million customers, but we know there’s even bigger opportunity out there. The fact you’re now reading this job advert means we’ve tempted you to find out more about – we really hope you like what you see, and you’ll join us to share in the success of the exciting chapter that lies ahead.

We understand some people may not apply for jobs unless they feel they tick every box. If you’re excited about joining us and think you have some of what we’re looking for, even if you’re not 100% sure we would love to hear from you.

Role Overview

As a department, Quality and Customer Assurance are moving towards a more outcome and evidence-led model. These roles help support this shift by completing robust assessments across customer interactions and operational work, applying standards consistently, and using evidence to show where customer outcomes or quality standards may need attention. The focus of the role is around assessment quality, clear rationale and appropriate escalation.

Job details – you’ll need to have demonstrable experience in:

• Conducting quality assessments, Check the Checker reviews and targeted assurance activity across customer interactions and operational work queues (including telephony, written communications, Messenger and digital channels), ensuring delivery to agreed standards and timescales
• Applying the Quality Assurance Framework consistently, using evidence, policy, guidance and customer context to assess complex customer journeys and determine whether the right customer outcomes have been achieved
• Making fair, balanced and evidence-based judgements, considering customer impact, vulnerability, potential harm and adherence to required standards, escalating risks and quality concerns where appropriate
• Supporting calibration, accreditation, appeals and assessment queries, helping to drive consistency in assessment standards, feedback quality and interpretation across channels and customer journeys
• Identifying, documenting and communicating recurring findings, emerging risks and customer outcome concerns, providing clear evidence and practical observations to support quality improvement and operational decision-making
• Maintaining high professional standards by keeping knowledge up to date, managing workload effectively, protecting confidentiality, building trusted relationships and demonstrating objectivity, consistency and accountability in all assessment activity

Essential Skills/experience

• Experience in Quality Assurance, auditing, compliance, complaints, customer assessment or other roles requiring objective, evidence-based decision making
• Experience operating within a regulated environment, with a strong understanding of the importance of fairness, consistency and customer outcomes
• Proven ability to review customer interactions and operational activity across telephony, written or digital channels, assessing quality, accuracy, risk and customer impact
• Understanding of quality frameworks, assessment standards and calibration principles, with experience in applying guidance and standards consistently
• Good analytical, organisational and communication skills, with the ability to manage multiple priorities and deliver accurate work to agreed standards and comfortable with providing clear, constructive feedback

The interview process

• Recruiter intro/screening call
• Interview with Hiring Leader (Teams)

As a Disability Confident employer, we’re committed to ensuring our recruitment processes are fully inclusive – for more information on the Disability Confident Scheme (DCS), please visit our inclusive business page on our careers website. For this position, we’re regrettably unable to accept applications through the DCS due to the extremely high volumes of applications we receive. However, you’ll of course have fair access to support and adjustments throughout your recruitment journey.

Benefits

Flexible working – we champion a flexible hybrid working approach – please speak to your recruiter to discuss in more detail

Competitive bonus scheme – all colleagues are eligible for our annual 4Cs performance bonus

Financial wellbeing – as well as providing you with 4x your salary with our life assurance cover, income protection at no extra cost, and matched pension contributions up to 10%, we are proud to provide you with an award winning package which includes – discounts, cashback, free independent mortgage advice and free access to financial wellbeing support

Mental wellbeing programme – we have the thrive mental health app, our colleague assistance programme available 24/7, our own in-house mental health first aiders, support groups and a dedicated team to make sure we are covering your needs

There’s more! – 25 days annual leave + bank holidays, with the option to buy or sell one of your weeks, access to our health care cash back plans, dental plans, discounted health assessments, Cycle to work and tech schemes, discounted and free onsite facilities, social events throughout the year and much more.

Join us and you’ll find a different way of doing things. We call it the 4Cs. We focus on getting it right for our colleagues, customers, company and community. As one of our colleagues, you’ll be helping to drive our growth, so in return, we’ll give you all the support, training and development you need. Our 4Cs principles are simple: we believe by creating the right culture for our colleagues and giving them the right tools to do their job, we’ll deliver good outcomes for every customer, helping us to grow the company profitably and sustainably and allowing us to invest in the communities we serve.

Hastings Group is an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status. Please also note that we have a thorough referencing process, which includes credit and criminal record checks.

At Hastings Direct, we’re committed to creating an inclusive environment where everyone has the opportunity to succeed. If you require any reasonable adjustments during your recruitment journey, we encourage you to be open with us. Our recruitment team is here to provide the support you need to ensure a fair and accessible experience for all.