Quality Assurance Specialist

Job Introduction
**Role Name**: Quality Assurance Specialist
**Department**: Risk and Assurance
**Contract**: Permanent - Full time
**Location**: Office (with hybrid working)
**Security Clearance**: SC
**Region**: London, Canary Wharf E14
**Grade**: Lower G
**Salary**: £29200-£33100 (The SIA's policy is that for all new starters are expected to start at the bottom of the grade.)

**About Us**
The SIA is the organisation responsible for the regulation of private security. It is an independent, arm’s length body (ALB) of the Home Office, reporting to the Home Secretary, under the terms of the Private Security Industry Act 2001. The SIA’s purpose Is protecting the public through effective regulation of the private security industry and working with partners to raise standards across the sector. Its regulatory remit covers the whole of the United Kingdom.

The SIA has two main duties: the compulsory licensing of individuals undertaking designated activities within the private security industry and the management of a voluntary Approved Contractor Scheme, which measures private security suppliers against independently assessed criteria.

SIA licensing covers security operatives who are in guarding, door supervision, close protection, cash and valuables in transit, and public space surveillance using CCTV, vehicle immobilisation (in Northern Ireland) and key holding. Licensing ensures that private security operatives are fit and proper persons who are properly trained and qualified to do their job.

**About the Role**
Under the direction of the Quality Assurance Manager, the role holder will be responsible for the quality monitoring of all key activities throughout the organisation. Supporting all managers and specialists, the role holder will help to drive and develop the quality frameworks that provides assurance and improvement for several critical processes relating to our regulatory products and customer facing activities.

You will demonstrate a commitment to delivering an exceptional level of support and customer service improvement, as well as deliver the highest level of assurance to assist the organisation in meeting its objectives.

**What are we looking for?**

**What you will be doing**:

- Support the implementation and development of a quality framework across the organisation.
- Contribute to the development of newly recruited staff and established members of staff by providing timely feedback to individuals and the relevant manager.
- To recommend changes to improve the customer experience and to optimise ways of working.
- To ensure that the SIA holds appropriate external accreditation that attests to quality processes relating to customer facing activities.
- Responsible for contributing to a formal improvement plan which will reflect suggestions for improvements arising from complaints and staff suggestions
- Provide specific work stream, team management information reports when required by managers, making use of performance system interrogation when possible
- Work collaboratively with other SMEs, in particular identifying opportunities across function work streams to improve the effectiveness of the SIA’s operating model
- Identify further opportunities for continuous improvement across the SIA
- Ensure a high standard of written and verbal communication is maintained at all times
- Maintain an audit trail of all improvement suggestions including key documentation and outcomes
- Provide support to colleagues within Risk and Assurance.
- Demonstrate an understanding and commitment to SIA values and all policies and procedures, particularly those relating to equal opportunities and diversity and health and safety practices.

**What skills are we looking for?**
Please find the job description attached, and a list of the essential criteria listed below.
- A high standard of written and verbal communication
- An understanding issues relating to sensitive personal data and of the need to hold information in confidence when appropriate
- Demonstrable strong report writing skills
- Experience of gathering evidence, analysing information objectively and making decisions and recommendations to managers
- Demonstrable ability to quickly develop close working relationships with colleagues and use these relationships to obtain relevant information
- Experience of casework or similar type of function involving the need for impartial decision making
- Experience of coaching, developing and mentoring staff
- Ability to use a MS Office packages to a high standard
- Ability to act under own initiative and constantly strive to deliver excellence in work
- Evidence of an uncompromising approach to outstanding customer service
- High levels of drive, determination, and commitment with ability to act under own initiative and constantly strive to deliver excellence in work
- Ability to prioritise urgent issues whilst achieving outcomes to agreed deadlines

**What can you expect from us?**
- A welcoming an