Quality Assurance Officer

7 days ago

London, Greater London, United Kingdom The Pensions Ombudsman Full time

The Pensions Ombudsman has an opportunity for a
Quality Assurance Officer to join our team based in
Canary Wharf with agile working in accordance with the policy. You will be working
full or part-time
basis on a
temporary contract. You will receive a
competitive salary of £32,276 per annum.

Who are we?


It is an exciting time for TPO, with additional funding enabling a significant expansion of our staff numbers from around 150 and adopting new ways of working to manage an increased demand for our service.


As a totally independent body, not part of the pensions industry or government, we investigate and make decisions when someone has been unable to resolve a complaint about how their pension has been managed.

Our service is free, but we have legal powers to make decisions that are final, binding and enforceable in court.


Our work can be challenging and high-profile, delivering a fair outcome for the individual and highlighting where the pensions industry can improve.

Focusing on the facts, we must be balanced, fair and totally independent.

About the role of Quality Assurance Officer:

The Quality Assurance Officer is responsible for working with the Quality Assurance Team Manager in continuously improving and maintaining the Customer Journey Quality Framework.


As part of the Quality Team, the post holder will conduct thorough quality assessments, observe customer interactions, and provide feedback to support colleagues across the organisation in delivering a service in line with the aims and objectives of TPO.


Responsibilities of Quality Assurance Officer:

  • Work with the Quality Assurance Team Manager to assess QA needs from an initial enquiry to a final determination and provide support to ensure the framework adheres to regulatory requirements and best practice.
  • Conduct quality assessments on telephone and written cases to identify potential development areas, training needs and best practices.
  • Assist with the running of projects related to the Customer Journey Quality Framework, and conduct one on one and/or group training sessions to embed the framework.
  • Collate and review data to identify trends and share with the organisation.
  • Create weekly/biweekly or monthly reports of quality results; sharing best practices and/or development areas with the relevant team managers.
  • Provide feedback, coaching and mentoring to colleagues at different levels across the organisation.
  • Always consider outcomes in the interest of the customer, the organisation and colleagues.
  • Feed in ideas to continuously revise, update and improve the model.
  • Update quality documents when necessary.
  • Any other duties that may reasonably be required.

Desirable skills and experience

You will ideally be able to demonstrate:

  • Data analytical skills and ability to create reports from this data.
  • Pensions knowledge.
  • Quality Assurance qualifications and/or training.

We will shortlist and interview on a rolling basis, without waiting for a set closing date. Therefore, this vacancy may be withdrawn at short notice.

Interviews dates: 9th January 2023
We offer a range of benefits, including a defined pension scheme, 27.5 days of annual leave and flexible working.


All applicants must have a right to work in the UK and be prepared to be security cleared to Baseline Personnel Security Standard, which requires a basic disclosure from the Disclosure and Barring Service.

TPO is a Disability Confident accredited employer


If you feel that you have the skills and experience required to become our
Quality Assurance Officer, please click
'apply' today.

We would love to hear from you

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