Ecotricity
Quality Assurance Manager
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B2B Quality Assurance Manager
We're looking for an experienced B2B Quality Assurance Manager to join our Strategy, Performance & Change team. This is a fantastic opportunity to shape and evolve our quality assurance approach, providing critical insight that drives operational excellence, regulatory compliance, and continuous improvement across our B2B business.
As a key leader, you'll work closely with stakeholders across Operations, Performance & Governance, and Change & Transformation to ensure quality standards are embedded, performance is optimised, and customer outcomes remain at the heart of everything we do.
This role is a 14-month fixed-term contract and a great opportunity for someone looking to step up to a manager position and gain experience.
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.
Core Responsibilities:
Quality Strategy & Governance
- Own and continuously develop the B2B Quality Assurance framework, ensuring quality standards, methodologies and governance provide effective oversight of operational performance, customer outcomes and regulatory compliance.
- Define and maintain quality standards, scorecards, calibration approaches and assurance processes, ensuring they remain aligned to business priorities, industry requirements and best practice.
- Coordinate cross-functional business readiness activities for key B2B operational processes, including major system upgrades, testing and business adoption.
Quality Assurance & Insight
- Lead the delivery of 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.
- 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.
Performance Improvement & Stakeholder Management
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- Partner with operational leaders, Performance & Governance and Change & Transformation teams to translate quality findings into coaching, process improvements and wider business change initiatives.
- Provide regular assurance and reporting to senior stakeholders, constructively challenging where standards are not being met and influencing action to improve performance.
Leadership
- Lead, manage and develop a high-performing team of Quality Assurance Specialists, setting clear objectives, building capability and promoting a culture of continuous improvement.
- Foster consistency and quality through effective calibration, coaching and professional development across the Quality Assurance function.
- Maintain robust governance, documentation and audit evidence to support internal assurance.
Essential skills:
- Proven experience in quality assurance, operational performance, compliance, customer service management or a similar role within a complex organisation
- Experience leading and developing teams, with a focus on high performance and capability building
- Strong understanding of quality assurance frameworks and their application to operational departments and processes.
- Strong analytical capability with the ability to translate quality data into clear insight and actions, including identifying trends, root causes, risks and improvement opportunities
- Strong stakeholder management skills, with the ability to influence and challenge constructively
- Ability to manage multiple priorities and deliver outcomes in a structured and organised way
- Clear and structured communicator, both written and verbal
- Strong problem-solving skills and attention to detail
- Experience supporting coaching, feedback and performance improvement activity
Desirable:
- Experience working in a B2B environment
- 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)
- Experience using reporting and visualisation tools (e.g. Power BI)
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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.
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