A2Dominion Group
Quality Assurance Officer
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Quality Assurance Officer
Are you experienced in quality assurance, auditing, or performance monitoring, with a keen eye for detail and a passion for improving services? Join us as a Quality Assurance Officer and help us identify what’s working well, where things can improve, and how we can turn learning into better experiences for our customers.
You’ll deliver quality assurance audits across our operational services, carrying out both desktop and onsite audits to assess the quality of our services and identify opportunities for improvement. You’ll also help investigate incidents, service failures, complaints, and Housing Ombudsman determinations, working with colleagues to understand what happened and make sure learning is embedded.
This is a varied role where you’ll work with teams across the business, using data, evidence, and your own judgement to identify trends and support meaningful service improvements. You’ll build positive relationships with colleagues and customers, contribute to performance and impact reporting, and support internal and external audits, including our annual Consumer Standards self-assessment.
We’re looking for someone who is confident analyzing information, spotting opportunities to improve, and working with others to turn findings into action. You’ll be organized, proactive, and comfortable managing competing priorities, with the confidence to work independently and meet deadlines.
Responsibilities
- Deliver quality assurance audits across operational services
- Carry out desktop and onsite audits to assess service quality
- Investigate incidents, service failures, complaints, and Housing Ombudsman determinations
- Identify trends and support meaningful service improvements
- Build positive relationships with colleagues and customers
- Contribute to performance and impact reporting
- Support internal and external audits, including annual Consumer Standards self-assessment
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Requirements
- Experience of auditing, quality assurance, or performance monitoring
- Ability to identify trends, opportunities for improvement, and implement effective service changes
- Excellent attention to detail, ability to work accurately, meet tight deadlines, and manage competing priorities
- Strong problem-solving skills, proactive approach to identifying issues and finding effective solutions
- Excellent stakeholder management skills, ability to build positive relationships with colleagues and customers
- Confident in analyzing information and using data to support decision-making, including experience using Microsoft Excel and formulas
- Good organizational skills, ability to work independently and use your own initiative
- Knowledge of housing legislation, regulation, policy, and best practice would be advantageous
- Experience setting up performance measures to monitor service or business plan objectives would be advantageous
- A level or equivalent in Maths and English (Grades A*–C)
- Full UK driving license and access to a car is essential
- An Enhanced DBS check is required for this role
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About the Role
This role works on a hybrid basis, with one day a week in the office and the location rotating between our Staines and Winchester offices. A full UK driving license is essential as the role includes onsite auditing across our operational services.
Benefits
- 25 days’ holiday (plus bank holidays) increasing up to 28 days with 3 years of service
- Up to 8% contributory pension
- Flexible working
- Annual allowance of up to £300 for health and lifestyle benefits for you and your family
Inclusion at A2Dominion
We’re proud to be a Disability Confident Employer and welcome applications from people of all backgrounds. Our recruitment process is inclusive and accessible, and we guarantee an interview to disabled applicants who meet the minimum criteria. Reasonable adjustments are available throughout the process. Contact our Resourcing Team at resourcing@a2dominion.co.uk.
We know some people may hesitate to apply unless they meet every requirement. If that’s you, we’d still encourage you to apply - or get in touch with us to talk it through.
At A2Dominion, we value diversity, embrace flexibility, and are a family-friendly employer. Everyone belongs here. Join us and help make a lasting difference in the lives of our customers.
This vacancy is being managed by Kate Jacobs.
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