Quality Assurance Officer

Job summary

Can you identify opportunities for improvement, maintain high-quality standards, and deliver exceptional customer service?

Have you experience reviewing processes, analysing reports, and making recommendations that drive continuous improvement?

Are you highly organised, detail-focused, and confident building relationships with a wide range of internal and external stakeholders?

If so, we’d love to hear from you!

The Quality Assurance team plays a vital role in maintaining the integrity, consistency and quality of audits, assessments and application processes across a range of statutory schemes. Working closely with internal teams, audit providers and external stakeholders, the team monitors performance, identifies opportunities for improvement and ensures compliance with established standards and procedures. Through quality assurance activities, reporting, process reviews and customer feedback analysis, the team supports continuous improvement and helps deliver a high-quality service. The department is committed to safeguarding standards, managing risk, and providing assurance that training, assessment and audit activities are carried out effectively, efficiently and in line with organisational requirements.

Joining our department comes with many benefits, including:

• Employer pension contribution of 28.97% of your salary. Read more about Civil Service Pensions here
• 25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave), plus 8 bank holidays a privilege day for the King’s birthday
• Flexible working options where we encourage a great work-life balance.

Read more in the Benefits section below!

Find out more about what it's like working at DVSA:

Working for the Driver and Vehicle Standards Agency , Civil Service Careers

Job description

The Quality Assurance Officer will work within the National Standards and Accreditation team. Stakeholder engagement is a primary function of this role; they will ensure consistency in standards and quality across all Quality Assurance reports, through regular evaluation of Audit supplier’s performance, taking action where required, to ensure all standards are met and maintained. The role holder will be responsible for promoting and driving continuous improvement to improve the effectiveness of systems, procedures and processes. They will consider the customer when conducting sample reviews to identify issues and improvements and help create value across the service to ensure value across the whole service. The role holder will also provide business support as required.

Your responsibilities will include, but aren’t limited to:

1. Conduct quality assurance reviews of audits, reports and application processes, identifying trends, risks and opportunities for improvement.
2. Monitor audit activity, maintain audit schedules and support the delivery of audits across centres and providers.
3. Analyse customer feedback, escalation cases and audit findings, making recommendations to improve quality and performance.
4. Review and improve processes and procedures, supporting continuous improvement and delivering training where required.
5. Produce accurate reports, maintain records using Microsoft Dynamics CRM and ensure data is kept up to date.
6. Provide high-quality customer service, responding to enquiries and managing stakeholder communications professionally.
7. Coordinate meetings, prepare minutes, proofread documentation and provide a range of business support activities.
8. Build strong relationships with internal and external stakeholders, providing guidance, working collaboratively and supporting the achievement of organisational objectives.

Great line management is important to us as an organisation, and we will equip and support line managers to develop the skills set out in the Civil Service Line Management Standards.

For further information on the role, please read the role profile.Please note that the role profile is for information purposes only - whilst all elements are relevant to the role, they may not all be assessed during the recruitment process. This job advert will detail exactly what will be assessed during the recruitment process.

Person specification

You will be required to provide evidence that you hold any essential qualifications/licenses at some point during the recruitment process. If you cannot provide evidence, your application will be withdrawn.

To be successful in this role you will need to have the following experience:

1. Knowledge/experience of Quality Assurance audit processes and managing audit programmes
2. Experience in Supplier management
3. Strong interpersonal skills
4. Excellent written and oral communication skills
5. Proven experience of working with stakeholder groups
6. Experience of interpretation of policy, design of products and implementation
7. Experience of setting standards and producing supporting instructions, materials and guidance for operational teams
8. Expertise in managing and assuring contractual performance and outcomes

Additional Information

Working hours, office attendance and travel requirements

Full time roles consist of 37 hours per week.

Whilst we welcome applications from those looking to work with us on a part time basis, there is a business requirement for the successful candidate to be able to work at least 35 hours per week.

This role is suitable for hybrid working, which is a non-contractual arrangement where a combination of workplace and home-based working can be accommodated subject to business requirements.

The expectation at present is a minimum of 60% of your working time a month will be spent at either your designated workplace (one of the locations cited in the advert) or, when required for business reasons, in another office/work location/visiting stakeholders. Your designated workplace will be your contractual place of work. There may be occasions where you are required to attend above the minimum expectation.

Occasional travel to other offices will be required, which may involve overnight stays.

If you have a question about hybrid working, part time/job share hours, flexible working, travelling for work, or require a reasonable adjustment, please contact the Vacancy Holder during the recruitment process to avoid possible disappointment later in the process should your working arrangements not be compatible with the requirements of the role (see below for contact details).

Visa Sponsorship

Please note that we do not hold a UK Visa & Immigration (UKVI) Skilled Worker Licence sponsor and are unable to sponsor any individuals for Skilled Worker Sponsorship. Candidates must ensure they have the appropriate rights to work in the UK before application.

Qualifications

ISO 9001:2015 Lead Auditor qualification is essential.

Behaviours

We'll assess you against these behaviours during the selection process:

• Managing a Quality Service
• Making Effective Decisions
• Delivering at Pace

Benefits

Alongside your salary of £32,027, Driver and Vehicle Standards Agency contributes £9,278 towards