Quality Assurance Officer

3 weeks ago

London, United Kingdom The Pensions Ombudsman Full time

The Pensions Ombudsman has an exciting opportunity for a Quality Assurance officer to join our team based in Canary Wharf, where we currently operate an agile working policy that requires staff to attend our London office a minimum of two days a fortnight. You will be working full or part-time on a fixed-term contract and will receive a competitive salary of £32,276 per annum which includes a number of pension options including the Civil Service Pension Scheme which has defined benefits. In addition, we are a Disability Confident accredited employer.

**Salary and benefits**:
As well as a starting salary of £32,276 per annum, we offer:

- 27.5 days annual leave
- Flexible working between 7 am - 7 pm
- Civil Service Pension-employer contribution between 26.6% - 30.3% based on your annual salary
- Discretionary staff reward scheme
- Comprehensive learning and development programme
- Mentoring opportunities
- Free employee assistance programme
- Staff benefit discount platform
- Range of Staff Networks and social activities

**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 technical 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**:
The Quality Assurance Officer is responsible for:

- Embedding and continuously improving the Customer Journey Quality Framework
- The post holder will oversee the production process, observe and provide feedback when necessary.
- Following the full implementation of a framework the post holder will contribute to the maintenance of the QA framework.

Working within the Quality Team, the Quality Assurance Officer will drive continuous improvements to ensure correct and consistent outcomes are being achieved.

**Key duties**:

- Work with the Quality Assurance Team Manager to assess QA needs from an initial enquiry to a final determination.
- Support the Quality Assurance Team Manager to ensure the framework adheres to regulatory requirements and best practice.
- Work with colleagues to help improve quality metrics.
- Assist with the running of projects and training to embed the framework.
- Conduct quality assessments on both telephone and written cases to identify potential development areas, training needs and best practices.
- Collate and review data to identify trends and feed this into the organisation.
- Create reports to show the quality results, improvements or development areas.
- Provide feedback and coaching to a range of staff at different levels.
- Coach and mentor colleagues across the organisation to improve customer journey.
- Always consider outcomes in the interest of the public
- Feed in ideas to continuously revise, update and improve the model.
- Conduct one on one and group training sessions on development areas that have been identified.
- Update quality documents when necessary.
- Working flexibly any other duties that may reasonably be required.

**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: from 16th February 2023**

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.

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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