Quality Assurance Officer

Job Description:

We’re building thriving communities as one of the UK’s largest housing groups and a leading developer of affordable housing.

We believe everyone is entitled to a good home they can afford, in a place they are proud to live. More than 100,000 people live in our homes.

If you want to experience work that’s truly rewarding, join us. Because when we achieve together, customers and communities thrive.

Work for Orbit. Believe in people.

The role

As our Quality Assurance Officer at Orbit Group, you’ll be the champion of service excellence, ensuring every customer feels heard, respected, and supported. You’ll monitor and elevate the quality of our customer interactions, helping our Customer Care teams build trust, show care, and deliver with confidence.

Driven by our values, respecting customers, caring for colleagues, and growing together, you’ll use insight and empathy to guide improvement, support development, and create a culture of progress. Your work will directly contribute to our core commitments: helping customers feel safe, informed, supported, and valued in every interaction. You will be primarily office based, with travel included to Orbit’s sites.

This role is part of our Customer directorate where you'll help us to lead the way in keeping our promise to more than 100,000 customers.

What you'll achieve

• Monitoring & Evaluation - champion consistency, empathy, and clarity across all interactions.
• Data & Insight - analyse call and contact data to uncover trends, flag risks, and spotlight improvement opportunities.
• Feedback & Coaching - deliver feedback to management team on outcomes along with coaching sessions tailored to performance needs, uplifting skills in communication, empathy, and technical knowledge.
• Training & Onboarding - run coaching on call handling, soft skills, and systems, building confidence and competence for new colleagues out of training.
• Quality & Compliance - ensure all customer interactions align with our Customer Commitments, regulatory responsibilities and Orbit policies
• Process & Culture - Be a role model, promoting collaboration, accountability, and pride in great service.
• People Support & Team Spirit - Build strong working relationships across the business, becoming a trusted support and voice for service quality.

What you'll bring

Essential skills

• A passionate believer in people and progress: a respectful challenger, caring contributor, and ambitious improver.
• Previous experience in call monitoring or contact centre environments.
• Strong communicator, verbal, written, and empathetic.
• Experience in coaching, mentoring or delivering feedback.
• Analytical mindset: able to interpret data and draw meaningful conclusions.
• Attention to detail with a strong quality focus.
• Familiarity with QA tools, CRM systems, and call/contact monitoring software.

Why Orbit?

Choosing us means being rewarded in every sense.

Here’s what you can expect to enjoy with us.

A rewarding experience that works for you

We strive to create an inclusive experience with benefits and wellbeing programmes designed to help you, and your loved ones, to thrive. For a better work life balance, we offer flexible working opportunities for many roles.

A place to progress

From training programmes to professional qualifications, we provide opportunities to learn and develop at every stage of your career. Whether you’re a student, graduate or experienced professional we’ll support you to grow.

For leaders, our tailored development journeys are designed to stretch and strengthen your leadership skills. As well as practical training, we give you access to renowned business schools and experiential programmes for greater breadth and depth of learning.

A purpose to feel proud of

We’re proud to make a difference to people together. We’re values-driven with a commercial focus on performance - because the more profit we make, the more we can achieve for people.

What brings us together is a passionate belief in progress and people.

Read more about the values and purpose that drive us on our careers website.

How we hire

We aim to make our hiring process simple and fair:

1. Online application
2. Interview(s)
3. Decision and offer

We put the safeguarding of our customers, colleagues and contractors at the heart of everything we do and as such, certain roles will be subject to a DBS check.