Quality Officer

Help drive quality and continuous improvement across a national organisation

We're looking for an experienced Quality Officer to support the delivery of quality assurance, compliance and continuous improvement activities across Fedcap
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This is an exciting opportunity to help shape how we monitor, evaluate and improve the services we deliver, ensuring high standards are maintained across both operational and corporate functions.

You’ll work closely with colleagues across the organisation to conduct audits, analyse service performance, gather customer feedback and support quality improvement initiatives that enhance outcomes for the people and communities we serve.

If you’re passionate about quality, enjoy working collaboratively and have experience in auditing, compliance or quality assurance, we’d love to hear from you.

• Salary: £31,720 to £34,104
• Location: Candidates must be based within a reasonable commuting distance from either our headquarters in Stockton or of one of our North West offices which are, Accrington, Blackburn, Burnley, Crewe, Macclesfield, Preston & Skelmersdale.
• Travel: Visibility across these sites is important, as you’ll be working closely with colleagues and stakeholders to support quality and continuous improvement activity, this is a non‑negotiable part of the role. Travel expenses incurred outside of your designated base office will be reimbursed.
• Hours: Full‑time, 37.5 hours per week

As our Quality Officer, you’ll:

• Support the delivery and continuous improvement of Fedcap’s quality assurance framework.
• Conduct internal audits, observations and quality reviews to ensure compliance with policies, procedures, contractual requirements and quality standards.
• Monitor service delivery performance and analyse quality data to identify trends, risks and opportunities for improvement.
• Produce audit reports, findings and action plans, supporting teams to implement improvements.
• Gather and analyse customer, colleague and stakeholder feedback through our Voice of Customer programme.
• Monitor key performance indicators and provide management information to support decision‑making.
• Support risk management activities by identifying quality‑related risks and working with managers to implement mitigations.
• Promote a culture of continuous improvement by sharing best practice and supporting improvement initiatives across the organisation.
• Deliver guidance and training to colleagues on quality standards, compliance requirements and quality assurance processes.
• Maintain accurate and up‑to‑date quality documentation, records and evidence for internal and external review.
• Support the organisation in maintaining high standards of service delivery and customer experience.

You’ll be someone who enjoys analysing information, improving processes and working with others to drive high standards. To be successful, you’ll have:

• Experience conducting audits and working within quality assurance, compliance or quality management environments.
• Strong knowledge of quality assurance frameworks, audit processes and compliance requirements.
• Excellent analytical and problem‑solving skills, with the ability to identify areas for improvement and implement effective solutions.
• Strong organisational skills and attention to detail, with the ability to manage multiple priorities.
• Excellent communication and stakeholder management skills.
• Experience collecting, analysing and reporting on performance and quality data.
• Confidence working independently while collaborating with colleagues across multiple teams.
• A proactive and solution‑focused approach to continuous improvement.
• Proficiency in Microsoft Office and experience using quality management systems or data analysis tools.

• A…