Quality Assurance and Training Coordinator

We are seeking a Quality Assurance and Training Coordinator to play a key role within the Community Hub and the wider Communities Directorate.

The postholder will take a proactive, quality‑driven approach, monitoring and enhancing the customer experience through robust operational quality assurance across all customer channels.

Join the Community Hub team and use your Contact Centre expertise to deliver outstanding customer experiences through performance‑driven improvement!

Regular attendance at your designated base location will also be necessary, and there will opportunities for some remote work. You may also be required to work at other county council locations when required. Final arrangements will be confirmed with the successful candidate.

Where service demands you will be required to participate in a rota to provide cover between the hours 8am to 8pm, 5 out of 7 days per week, including weekends and bank holidays.

You may need to be able to travel independently around the county, including to areas that may not be easily accessible by public transport. Pool cars and pool bikes are available.

In this role, you will work closely with Senior Managers, Supervisors, and Community Hub Officers, providing coaching and constructive feedback.

You will identify and address gaps in knowledge or processes to ensure customers receive accurate information, guidance, and support at the first point of contact.

There will be some key responsibilities likely to feature in this role, including:

• Deliver a high quality, customer focused Quality Assurance function by identifying, designing, delivering, and evaluating learning solutions to meet individual, service, and business needs, including targeted training and one‑to‑one coaching.
• Lead all aspects of recruitment, induction, and training for new team members, while taking ownership of the ongoing training and development of existing staff, with a strong focus on customer centred service delivery and continuous improvement.
• Contribute to service improvement projects and reviews, constructively challenging existing practices, generating innovative solutions, and balancing risk with reward to meet agreed timescales.
• Prepare, present, and share reports with the wider management team, using insights to drive continuous improvement and enhance the customer experience.

If you have excellent attention to detail, strong communication abilities and a methodical approach to working through problems, we would like to hear from you!

• Education to degree level or equivalent, supported by relevant qualifications or substantial experience demonstrating applied knowledge in a Quality Assurance role.
• A strong track record in delivering training, using a variety of methods, with experience in designing and developing effective training materials and courses.
• Experience working in a customer‑focused service, supporting a diverse range of customers, ideally within a Customer Services or Contact Centre environment, alongside experience of working to KPIs within a Quality Assurance context.
• Excellent written, verbal, and presentation skills, with the ability to quickly establish credibility with colleagues and clients and provide feedback in a constructive and supportive manner.
• Proven recruitment, training, coaching, and presentation skills, alongside a proactive, innovative approach to delivering high‑quality outcomes.

For more information on the Key Skills as well as the Qualifications and/or experience required, please refer to the Job Description attached.

From flexible working (where possible) to access to our Employee Assistance Programme, we are committed to providing a healthy work life balance.

A laptop and mobile will be supplied if…