Job Description

JOB TITLE: / Quality Assurance Advisor
LOCATION: / Fort Dunlop, Birmingham
RESPONSIBLE TO: / Customer Service Team Leader
MAIN PURPOSE OF ROLE: / The management and monitoring of the quality assurance process in accordance with regulatory requirements whilst maintaining the integrity of Skillsfirst Awards
DIRECT REPORTS: / 0
INDIRECT REPORTS: / 0
EXTERNAL CONTACT WITH: / Customers, learners, external verifiers and suppliers

This job description describes (but does not limit) the main duties and responsibilities of the job role. These are subject to variation by Skillsfirst as is necessary to respond to changes both internally & externally

Main duties and responsibilities
The management and monitoring of the quality assurance process
  • Review, analysis and process centre recognition/qualification approval applications
  • Manage and monitor external verification visits to centres
  • Review and analyse external verifier reportsto identify potential non-compliance/malpractice/maladministration, in accordance with regulatory and Skillsfirst requirements in line with organisational policy and procedures.
  • Ensure all External Verifier decisions meet regulatory/Skillsfirst requirements and any sanctions necessary are applied,ensuringthe integrity of the qualifications
  • Develop an holistic view of the centre’s quality assurance performance through analysis of External Verifier reports, learner data and any relevant external intelligence
  • Ensuring all centre records are maintained including all communications
  • Participation of internal and external audits
  • Support CS Team Leaderduring malpractice/maladministrationinvestigations
  • Contribute to the annual review of the external verifier’s performance
  • Attend meetings as and when appropriate
  • Deliver training to customers in the use of systems and processes (on and off-site)
  • Review, analyse and resolve reasonable adjustments, special considerations and appeals in accordance within the organisations KPIs and standard policies/operating procedures
Ensure the provision of excellent customer service
  • Develop and maintain a thorough understanding of and adhere to Skillsfirst policies, procedures and the operations manual
  • Develop and maintain a thorough understanding of and adhere to the General Conditions of Recognition
  • Respond to telephone enquiries; answering & resolving calls
  • Support customers with data input and uploading of registration/certification files into REG (Registration/certification Electronic Gateway) system
  • Support customers in relation to the implementation and ongoing support of SecureAssess
  • Monitor and support the production and dispatch of certificates within set KPIs
  • Monitor and support the processing/validation of registration and certification files in REG
  • Adhere to internal procedures and quality standards to ensure good practice and consistency
  • Monitor, support and respond to enquiries via the customer service email address
  • Take ownership of and resolve queries to ensure customer service is in line with Skillsfirst Customer Service Policy
  • Acknowledgement of complaints, appeals, reasonable adjustments, special considerations in accordance with KPIs and standard policies/procedures
  • Acknowledgement and processing of Centre Recognition and Qualification Approval Applications within Skillsfirst KPIs, policies and procedures
Support the effective operation of Skillsfirst
  • Support colleagues in the co-ordination of any meetings, workshops etc. as required through the provision of refreshments and/or the production of delegate packs where required
  • Effective operation and maintenance of office equipment i.e. photocopier, fax, printer etc.
  • Support the booking oftravel/hotel requests on behalf of colleagues
  • Filing and photocopying where required
  • Support the sorting/despatch of incoming and outgoing post distributed accordingly
  • General office maintenance
Finance
  • Support the production and dispatch of invoices and credit notes to customers
  • Maintain accurate records

KPIsRefer to the customer service policy
Key competencies
  • Quality assurance i.e A1 or TAQA Level 3 Certificate in Assessing Vocational Achievement experience essential
  • Experience in a customer facing role essential
  • Attention to detail critical
  • Ability to work independently
  • Excellent organisational skills
  • Ability to work to agreed timescales
  • Work well under pressure
  • Maintain and develop effective working relationships, internally and externally
  • Strong communication skills
  • Working knowledge of Microsoft Office applications

Doc ref: Role descriptor Quality Assurance Advisor v1.0 Aug 16