Quality Coach

Hours:

37 hours Salary: £29,950 per year

Contract:

Permanent

Location:

Sandwell and Walsall Closing Date: 23rd August 2026 at 11:59pm Interview Date: 8th September 2026 Job Purpose The Quality Coach plays a key role in ensuring the organisation delivers high-quality, consistent and compliant advice services that achieve positive outcomes for clients. Working closely with managers, advisers and volunteers, the postholder will lead on quality assurance activities, monitor the standard of advice provided and support the continuous development of individuals and teams to maintain excellent service delivery.

The role is responsible for promoting a culture of learning and continuous improvement, ensuring services meet the Citizens Advice Quality of Advice standards, organisational policies and funder requirements. Through coaching, feedback, training and quality monitoring, the Quality Coach will help embed best practice, strengthen performance and support the effective operational delivery of advice services across the organisation.

Key Responsibilities Quality Assurance & Compliance Monitor and review case records, advice and calls of designated staff and volunteers to ensure they meet Quality of Advice (QAA) standards, service level agreements and funder requirements across multiple funding streams. Ensure compliance with the Quality of Advice Standard, organisational policies, procedures and relevant legislation. Support managers in delivering and monitoring QAA requirements and participate fully in QAA workshops, meetings and organisational quality processes.

Lead on promoting high-quality advice by supporting and mentoring staff and volunteers to meet required standards. Identify quality, compliance and developmental issues, escalating concerns where necessary to prevent client detriment. Develop and implement quality improvement plans for individuals, teams and specific funding streams where required. Ensure case management systems are used effectively and maintained for case recording, statistics, follow-up work and quality monitoring.

Maintain up-to-date technical knowledge and promote best practice across advice services. Coaching, Learning & Development Provide timely coaching, mentoring and constructive feedback to staff and volunteers to improve technical knowledge, skills and confidence. Observe advisers and trainees in practice, providing objective developmental feedback. Identify individual and team learning and development needs. Contribute to the organisation's learning and development plan by delivering or coordinating one-to-one coaching sessions, workshops and training opportunities.

Design, develop and deliver Quality of Advice (QAA) and other technical training as required. Foster a positive learning culture that supports continuous improvement and high-quality service delivery. Performance, Reporting & Administration Compile and submit monthly quality monitoring information to support organisational reporting. Maintain accurate records and ensure all work complies with organisational systems and procedures. Produce reports and analyse quality data to identify trends and areas for improvement.

Promote effective internal and external referral processes. Attend relevant internal and external meetings as agreed with the line manager. Research & Campaigns Contribute to the organisation's Research and Campaigns work by identifying trends and emerging issues through quality assurance activities. Share information and evidence to support research and campaigns initiatives that influence service improvement and wider policy. Equality, Collaboration & Professional Standards Promote equality, diversity, inclusion and dignity at work in all aspects of the role.

Build positive working relationships with colleagues, volunteers and stakeholders to support effective service delivery. Complete mandatory training and maintain knowledge of relevant legislation, policies and procedures. Undertake any other duties within the scope of the role that support the effective delivery and continuous development of the service. Learning, Development and Training Keep up to date with legislation, case…