Quality Assurance Specialist (m/w/d)

We are seeking a motivated Quality Assurance Specialist to join Ecotricity Business within our Strategy, Performance & Change department. As a Quality Assurance Specialist, you'll play a key role in evaluating and improving the performance of our B2B and Microtricity teams. You'll assess customer interactions and core operational processes to ensure accuracy, compliance, and a consistently positive experience. Working closely with B2B teams, you'll provide detailed feedback on quality findings and support continuous improvement initiatives.

This is a great opportunity to make a meaningful impact in a fast-paced, purpose-driven environment.

Core Responsibilities

• Deliver quality assurance activity across B2B operations, ensuring assessments are fair, consistent, evidence-based and focused on customer interactions, operational processes, industry activities and key controls.
• Evaluate agent and process performance against regulatory compliance, commercial controls, data accuracy and behavioural standards.
• Produce meaningful insight from quality assurance activity, identifying trends, risks, root causes and opportunities, and provide actionable recommendations to improve operational performance and customer outcomes.
• Monitor the effectiveness of quality improvement actions, ensuring agreed improvements are delivered, embedded and deliver measurable benefits.
• Partner with operational Team Leaders, Managers and the wider Strategy, Performance & Change department to translate quality findings into coaching, process improvements and wider business change initiatives.
• Develop and implement quality assurance standards for new and existing processes.

For this role, you'll need to be based within a reasonable distance and able to travel to our office in Stroud, Gloucestershire, as the role requires weekly office presence.

About You

Are you highly organised, detail-oriented, and thrive in a role that demands accuracy, structure and proactiveness. You are confident in reviewing performance, identifying trends, and translating insights into clear actions that improve outcomes.

You communicate clearly and build strong relationships that help drive collaboration and continuous improvement. As part of a small team, you'll be expected to handle your own workload, so you'll be comfortable multi-tasking and managing priorities in a fast-paced environment.

Essential skills

• Proven experience in quality assurance, operational performance, compliance, customer service or a similar role
• Analytical capability with the ability to translate quality data into clear insight and actions, including identifying trends, root causes, risks and improvement opportunities
• Stakeholder management skills, with the ability to influence and challenge constructively
• Clear and structured communicator, both written and verbal
• Strong problem-solving skills and attention to detail
• Ability to manage multiple priorities and deliver outcomes in a structured and organised way
• Experience within a regulated industry (e.g. energy or utilities)
• Understanding of energy supply processes, customer operations, billing, metering or industry-related activity
• Knowledge of Continuous Improvement, Operational Excellence or quality management methodologies
• Experience using quality assurance tools, CRM systems or operational platforms (e.g. MiPerform)

If you like the sound of the role but don't meet all the requirements, we encourage you to apply. We are interested in meeting people from diverse backgrounds and experiences.

What's in it for you...

• Healthcare plan, life assurance and generous pension contribution
• Volunteering Day
• Hybrid Working
• Various company discounts (including shops, gyms, days out and events)
• Holiday of 25 days (plus bank holidays) & ability to buy/sell days
• Cycle to work scheme, car-pooling and onsite parking available

As a valued member of the team, you will be supporting the Group Environmental Policy and its associated sustainability objectives and targets.

Flexibility statement

The fast moving nature of the business means that from time to time you may be asked to perform duties or tasks outside of your original job description on an ad hoc basis. This allows the company to utilise our people in the best possible way at all times and helps our colleagues to make the best contribution in a changing environment.

Ecotricity is Britain's overall greenest energy company- it's more than just green energy - the breadth and depth of our work on green issues is unmatched. When we started back in 1995, we were the first company in the world to provide a new kind of electricity - the green kind.

Our mission was, and remains, to change the way energy is made and used in Britain - by replacing fossil fuels with clean, renewable energy.

We don't just supply green energy, we use the money from our customers' bills to make it ourselves too - we have built windmills and sun parks in Britain. We call this turning 'bills into mills'.

We don't just focus on energy though- we built the Electric Highway, Britain's leading network of electric vehicle charging points; we helped Forest Green Rovers become the greenest football club in the world; and we launched Britain's greenest mobile phone service, Ecotalk, where they use the money from their customers' bills to protect and regenerate Britain's lost rainforests.

Ecotricity is an equal opportunities employer and is committed to providing equality for all.