Quality Assurance Officer

Government Recruitment Service; Birmingham; On-site; GBP 29,000 - 35,000; Full time

Benefits offered by this job

Civil Service Pension

25 days annual leave + 8 bank holidays

Flexible working options

Job summary

Government Recruitment Service in Birmingham is seeking a Quality Assurance Officer to uphold standards across audits, assessments and application processes. You will monitor performance, identify improvement opportunities and work with internal and external stakeholders to ensure consistent quality.

The role requires strong analysis, documentation and customer service skills, with line management support and a focus on safeguarding standards within the Civil Service framework.

Qualifications

• Experience reviewing processes and analysing reports.
• Ability to identify improvements and drive continuous quality.
• Strong organisational, detail-focused, and stakeholder management skills.

Responsibilities

• Conduct quality assurance reviews of audits, reports and application processes, identifying trends, risks and opportunities for improvement.
• Monitor audit activity, maintain audit schedules and support the delivery of audits across centres and providers.
• Analyse customer feedback, escalation cases and audit findings, making recommendations to improve quality and performance.
• Review and improve processes and procedures, supporting continuous improvement and delivering training where required.
• Produce accurate reports, maintain records using Microsoft Dynamics CRM and ensure data is kept up to date.
• Provide high-quality customer service, responding to enquiries and managing stakeholder communications professionally.
• Coordinate meetings, prepare minutes, proofread documentation and provide a range of business support activities.
• Build strong relationships with internal and external stakeholders, providing guidance, working collaboratively and supporting the achievement of organisational objectives.

Skills

Quality assurance

Stakeholder engagement

Data analysis

Report writing

Tools

Microsoft Dynamics CRM

Job description

Quality Assurance Officer

Can you identify opportunities for improvement, maintain high-quality standards, and deliver exceptional customer service?

Have you experience reviewing processes, analysing reports, and making recommendations that drive continuous improvement?

Are you highly organised, detail-focused, and confident building relationships with a wide range of internal and external stakeholders?

If so, we’d love to hear from you!

The Quality Assurance team plays a vital role in maintaining the integrity, consistency and quality of audits, assessments and application processes across a range of statutory schemes. Working closely with internal teams, audit providers and external stakeholders, the team monitors performance, identifies opportunities for improvement and ensures compliance with established standards and procedures. Through quality assurance activities, reporting, process reviews and customer feedback analysis, the team supports continuous improvement and helps deliver a high-quality service. The department is committed to safeguarding standards, managing risk, and providing assurance that training, assessment and audit activities are carried out effectively, efficiently and in line with organisational requirements.

Joining our department comes with many benefits, including:

• Employer pension contribution of 28.97% of your salary. Read more about Civil Service Pensions here
• 25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave), plus 8 bank holidays a privilege day for the King’s birthday
• Flexible working options where we encourage a great work-life balance.

Read more in the Benefits section below!

Find out more about what it's like working at DVSA:

Working for the Driver and Vehicle Standards Agency | Civil Service Careers

The Quality Assurance Officer will work within the National Standards and Accreditation team. Stakeholder engagement is a primary function of this role; they will ensure consistency in standards and quality across all Quality Assurance reports, through regular evaluation of Audit supplier’s performance, taking action where required, to ensure all standards are met and maintained. The role holder will be responsible for promoting and driving continuous improvement to improve the effectiveness of systems, procedures and processes. They will consider the customer when conducting sample reviews to identify issues and improvements and help create value across the service to ensure value across the whole service. The role holder will also provide business support as required.

Your responsibilities will include, but aren’t limited to:

• Conduct quality assurance reviews of audits, reports and application processes, identifying trends, risks and opportunities for improvement.
• Monitor audit activity, maintain audit schedules and support the delivery of audits across centres and providers.
• Analyse customer feedback, escalation cases and audit findings, making recommendations to improve quality and performance.
• Review and improve processes and procedures, supporting continuous improvement and delivering training where required.
• Produce accurate reports, maintain records using Microsoft Dynamics CRM and ensure data is kept up to date.
• Provide high-quality customer service, responding to enquiries and managing stakeholder communications professionally.
• Coordinate meetings, prepare minutes, proofread documentation and provide a range of business support activities.
• Build strong relationships with internal and external stakeholders, providing guidance, working collaboratively and supporting the achievement of organisational objectives.

Great line management is important to us as an organisation, and we will equip and support line managers to develop the skills set out in the Civil Service Line Management Standards.

For further information on the role, please read the role profile. Please note that the role profile is for information purposes only - whilst all elements are relevant to the role, they may not all be assessed during the recruitment process. This job advert will detail exactly what will be assessed during the recruitment process.

Company: Government Recruitment Service Salary: £32,027 to £32,027 a year Hours: Full-time Location: Birmingham Job type: Permanent Posting date: 19 Oct 2026 Closing date: 2 Nov 2026

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Disability Confident

About Disability Confident Disability Confident is a government scheme. It encourages employers to recruit and retain disabled people and those with long term health conditions.