Quality Assurance Officer

The National Energy Foundation

The National Energy Foundation is an independent charity based in Milton Keynes, which has been at the forefront of improving the use of energy in buildings since 1988. We aim to give people, organisations and government the knowledge, support and inspiration they need to understand, manage and reduce the use of energy in buildings.

Role Summary

We are seeking a dynamic, compassionate, and proactive Quality Assurance Officer to join our growing team. This role is central to ensuring high standards of service delivery and learning from the experiences of our service users, partners, and stakeholders.

You will work closely with the Quality Assurance Manager and Business Insight Lead to monitor compliance, gather and analyse feedback, and help shape a culture of continuous improvement. You’ll be comfortable with quality management systems (e.g. ISO 9001), and passionate about amplifying the voices of those we support.

This role is suitable for a graduate with limited experience or someone with relevant experience in administration, quality assurance, compliance, or user insight.

Key Responsibilities

• Design and implement service user and stakeholder feedback processes.
• Carry out structured follow-up calls and interviews to gather qualitative insight.
• Analyse feedback data to identify trends, opportunities, and areas for improvement.
• Support and collate compliance audit processes to ensure procedures align with company policy.
• Perform call monitoring and provide trend data and quality reports.
• Prepare performance reports for internal and external stakeholders.
• Collaborate with comms and fundraising teams to gather case studies and testimonials.
• Maintain documentation of procedural changes and ensure alignment with current guidelines.
• Work with our Business Insight Lead to integrate qualitative and quantitative data.
• Help build a culture of listening, reflection, and improvement across teams.
• Monitor and report on CSAT KPIs across the Foundation.
• Other duties as agreed with your Line Manager.

Person Specification (essential)

• Excellent communication and listening skills.
• Strong analytical skills and attention to detail.
• Ability to manage multiple tasks in a fast-paced environment.
• Proficiency in Microsoft Office Suite.
• Self-motivated, proactive, and adaptable to change.
• Solid time management and organisational skills.
• Confidence in engaging with people from diverse backgrounds.

Desirable:

• Experience in call centres, customer service, or the charity/community sector.
• Experience in gathering and analysing feedback or user insight.
• Creative writing and reporting proficiency.
• A genuine interest in social impact and continuous improvement.

Please note: 

• We reserve the right to interview suitable candidates during the recruitment process and may close the vacancy early if a successful appointment is made.
• Applications submitted without a cover letter outlining your suitability for the role will not be considered.