Quality Assurance Analyst – Gas & Fire Planning
Location: Worcester, Worcestershire, GB, WR1 3ZQ
Department: Regulation and Compliance
Operation: Sanctuary Housing
Closing Date: 27/04/2026
Requisition: 228060
Sanctuary provides in‑house repairs and maintenance services for an extensive portfolio of properties across Sanctuary organisations. As a not‑for‑profit organisation, we aim to achieve outstanding results for our customers based on our values – working in an open and transparent way, creating strong partnerships with our customers and providing a first‑class customer service.
Job Overview
Worcester based with a balance of home and office working. Salary: £38,535 – £40,563 per year. Hours: 37.5 hours per week.
Responsibilities
- 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.
Skills and Experience
- 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.
Why Work for Us?
We are a not‑for‑profit housing association, managing 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, we offer an attractive employment package recognising your contribution, supporting your physical, mental and financial health, and giving you flexibility to tailor your employee benefits.
Benefits
- 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.
- Wellbeing support and tools.
- Staff Networks for inclusion support colleagues.
- Role salary is £38,535 (rising to £40,563 after 12 months, subject to satisfactory performance).
Contact
For any queries or details about the role, contact our recruiting team at housing.recruitment@sanctuary.co.uk.
Inclusion and Equality
Inclusion is one of our core values. We encourage and welcome applications from people from diverse backgrounds and will make adjustments throughout your application process, in line with Sanctuary’s Disability Confident employer status.
Sanctuary Group also works closely with the Home Office to prevent unlawful working. The subsidiary, Sanctuary Maintenance Contractors Limited, is an exempt charity.
#J-18808-Ljbffr…