Quality Assurance Officer; Flexi, Hybrid

Quality Assurance Officer

Location:

Canary Wharf
Office attendance: 20% of the time after a 6‑week induction period (pro‑rated 3 days). Flexible working culture.

Contract:

Permanent, full or part‑time.
Salary: £37,500 per annum (pro‑rated). Competitive benefits and pension options through the Civil Service Pension Scheme.

• £37,500 per annum (pro‑rated)
• Several pension options as part of the Civil Service Pension Scheme, including defined benefits
• 27.5 days annual leave (increasing to 32.5 days with length of service) and option to buy or sell leave
• Discretionary staff reward scheme
• Learning and development programme for career growth
• 24/7 free confidential employee assistance programme
• Discounted health benefits and employee discount scheme across many retailers
• Access to staff networks and social activities
• Sabbatical after qualifying period
• Annual performance bonus
• Eye test and flu jab reimbursements
• Cycle to work scheme

We are an accredited Disability Confident Employer and welcome applications from under‑represented groups. We encourage applications from people of all backgrounds and aim to create a workplace where everyone feels valued and has a sense of belonging.

The Pensions Ombudsman is an independent body that investigates and resolves complaints about pension management. We operate outside the pensions industry and government, with free services but with legal powers to make final binding decisions in court.

The Quality Assurance Officer works with the Quality Assurance Team Manager to continuously improve and maintain the Customer Journey Quality Framework. The role involves quality assessments, observing customer interactions, providing feedback, and supporting organisational service delivery.

• Work with the manager to assess QA needs from enquiry to determination, ensuring the framework meets regulatory requirements and best practice.
• Conduct quality assessments on telephone and written cases to identify development areas, training needs, and best practices.
• Assist with projects related to the Customer Journey Quality Framework and deliver one‑on‑one or group training sessions.
• Collate and review data to identify trends and share findings with the organisation.
• Create weekly, bi‑weekly, or monthly quality reports and share best practices or development areas with relevant team managers.
• Provide feedback, coaching, and mentoring to colleagues at different levels.
• Always consider outcomes in the interest of the customer, the organisation, and colleagues.
• Contribute ideas to continuously revise, update, and improve the model.
• Update quality documents when necessary.
• Perform any other duties reasonably required.

We will shortlist and interview on a rolling basis. This vacancy may be withdrawn at short notice.

Closing date: 17th July 2026 at 11:59pm.
Interview dates: from w/c 27th July on a rolling basis.

All applicants must have the right to work in the UK and be prepared to be security cleared to Baseline Personnel Security Standard, requiring a basic Disclosure and Barring Service check.

Candidates deemed appointable through a fair and open competition will be kept on a reserve list for up to 6 months. If vacancies with similar essential criteria arise, offers may be made to those on this reserve list, potentially in other teams within the organisation.