Senior Quality Officer

•    Provide specialist quality sampling activity based on priorities and themes
•    Develop quality control and assurance activity, methodologies, and tools effectively
•    Audit casework and compliance recommendations and compare and report findings against policy led quality standards, measures, and PHSO's service charter commitments
•    Provide feedback and coaching on quality control and assurance standards and outcomes
•    Ensure that the SMART remedies PHSO recommend to organisations we investigate are met fully or escalated in-line within policy and guidance
•    Support the development of PHSO quality standards and measures for each operational team or service
•    Deliver key projects within the Quality Standard working as an important member of the Quality and Improvement Team.
•    Development of policy, guidance, training, tools, and communications arising from projects
•    Identify and provide examples of what good looks like against agreed quality standards and measures, highlighting exceptional examples to share as good practice and to enable continuous improvement
•    Use quality information, data and KPIs to establish success measures, trends, and outcomes in relation to own projects

The Successful Applicant
Essential:

•    Experience of working in a Quality or Improvement role, with an in-depth understanding of quality control procedures and relevant legal standards
•    Working knowledge of data analysis and statistical methods
•    An understanding of complaint handling, the Ombudsman's role, strategic context and framework within which PHSO operate
•    Ability to build relationships and influence internal and external stakeholders across the business
•    Ability to analyse complex written materials and identify and summarise key themes, including the development of business cases
•    Development, recommending and implementation of policies and processes
•    Ability to work collaboratively, seeking and applying feedback
•    Casework experience
•    Have Project Management experience, with the ability to successfully deliver multiple projects
•    Experience of working across all levels, communicating and presenting confidently to internal and external stakeholders, including public speaking
•    Must have excellent written and verbal communication skills and be IT literate

Desirable:

•    An awareness of public administration (central government in particular) or the NHS and the context in which it operates
•    Coaching and feedback skills
•    Casework management experience
•    Educated to degree or equivalent level and/or hold a qualification in quality control (ISO 9000 etc.)

What's on Offer

•    Salary £40,978
•    Civil Service Pension scheme (minimum 26.6% employer contribution)
•    30-day holiday entitlement, plus 2.5 extra statutory holidays on top
•    Flexitime: Core hours between 10.00-12.00 and 14.00-16.00
•    Extra 2 days of Flexi-leave each month for additional hours that have been accrued
•    Access to a wide variety of internal and external wellbeing support, 24/7 assistance programmes and health advice

PHSO is committed to Equality, Diversity and Inclusion (EDI), and welcomes applications from individuals from diverse backgrounds. They are also a Disability Confident organisation. Should you wish to access the Disability Confident Scheme (DCS) or require any reasonable adjustments through the process please contact the lead recruiter to discuss your needs before the advert closes.

To apply, please submit an up-to-date CV detailing your experience that best fits the essential criteria outlined above.

PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK.