Quality Assurance Specialist

Job Details

Quality Assurance Specialist required by a leading membership and accreditation body based in central London. You will be responsible to the Quality Assurance Manager for the operational management of the organisation’s Appeals Panel, acting as co-secretariat to the Audit Panel, coordinating the annual reviewer/assessor audit programme and administering appeals applications. This role is a vital part of maintaining the quality of service within a professional reviews programme.

This is a permanent, full time role – salary £32,000 per annum plus excellent benefits – this is a hybrid working role – offices based in central London (Zone 1) – interview asap

Duties:

• Act as a source of expert knowledge and guidance on review audits and appeals.
• Act as secretariat for the Appeals Panel.
• Act as the primary point of contact for appeals applications, escalating matters as appropriate.
• Ensure each appeal is handled in line with the relevant procedures, and in a timely, accurate and sensitive manner.
• Advise line management on potential improvements to procedures and correspondence, as appropriate.
• Prepare statistical reports on appeals progress.
• Manage and maintain the pool of auditors, ensuring there are enough auditors to undertake the annual audit programme, and they have received the necessary training.
• Preparing reports for the Audit Panel following auditor feedback and presenting findings at Audit Panel meetings.
• Report findings from reviewer/assessor audits to Professional Review Panel and Standards Panel as a quality assurance measure, ensuring that poor reviewer performance is addressed and areas for improvement feed in to the reviewer engagement and training programme.
• Maintain procedural documentation to ensure accuracy and consistency and to aid handover between members of staff.
• Providing support as required for other quality assurance activities such as customer service, application processing, the reviewer training and engagement programme, administration of the Qualifications team schedule etc.

• Excellent customer service and interpersonal skills.
• Excellent time management skills and ability to prioritise workload.
• Data management – experience of CRM database systems.
• Ability to communicate and influence through use of strong writing and verbal skills
• Some experience of working with committees, writing minutes and drafting documentation.
• Some experience of quality checking techniques and attention to detail.
• Intermediate MS Office, in particular Outlook, Word, Excel, PowerPoint.
• A knowledge of Visio would be useful.