Job summary
About the Role
Are you passionate about improving customer experiences and driving operational excellence? We�re looking for a dynamic and insightful Quality Assurance Manager to spearhead our efforts in developing and implementing robust quality frameworks and scorecards that enhance our regulatory processes. You�ll collaborate with our talented teams, report on key insights, and recommend impactful changes, all while ensuring we uphold the highest standards of customer service. With your leadership, you�ll not only manage quality assurance risks but also support the wider Risk and Assurance team in achieving their goals. If you�re ready to make a tangible difference and advance your career in a meaningful way, we want to hear from you!
Job description
Develop, implement, manage and improve a quality frameworks & scorecards which provide 2nd line assurance and drive improvement for a number of critical processes relating to our regulatory products and activities.
To monitor quality scoring and report on successes and areas of improvements within each Function.
To recommend changes to improve the customer experience and to optimise ways of working.
To ensure that the SIA holds appropriate external accrediation that attests to quality processes relating to customer facing activities.
To manage Quality Assurance risks and assigned actions within the risk register
To support the wider Risk and Assurance team with additonal tasks as and when requested by HoF.
Person specification
What essential skills are we looking for?
Please find the job description attached, and a list of the essential criteria listed below.
1. Internal audit or Lead Auditors qualification.
2. Knowledge of developing and implementing quality management systems
3. Experience of measuring and improving customer satisfaction
4. Understanding of customer service excellence or related good practice models
5. Ability to collate and analyse management information and draw actionable conclusions
6. Ability to produce concise, clear technical reports and policy papers with clear recommendations
7. Ability to lead teams
8. Experience of delivering training or presentations to a wide range of audiences
9. Experience of working with high level decision makers to achieve positive outcomes and demonstrable ability to ensure buy-in from internal and external stakeholders.
10. Dynamic and able to challenge and respond to challenge positively and pragmatically.
11. Ability to prioritise urgent issues whilst achieving outcomes to agreed deadlines.
12. Excellent team working skills and experience of building, motivating, developing and empowering a team.
13. Experience of gathering evidence, analysing information objectively and making decisions and recommendations to managers.
14. Demonstrable ability to quickly develop close working relationships with colleagues and use these relationships to obtain relevant information.
Benefits
Alongside your salary of �49,250, Security Industry Authority contributes �14,267 towards you being a member of the Civil Service Defined Benefit Pension scheme.
15. A welcoming and innovative work environment.
16. Continued support and development opportunities.
17. Access to training for attainment of recognised qualifications.
18. Flexible working arrangements.
19. Annual leave entitlement will be days, rising by one additional day for every two years of service up to a maximum of days.
20. A variety of discounts including Gymflex,
21. Civil Service Pension Scheme � Employee contribution between and and Employer contribution between and