Quality Officer

The Fedcap Group; Tees Valley; On-site; GBP 32,000 - 34,000; Full time

Benefits offered by this job

33 days’ annual leave

£500 annual benefits scheme

Cycle to Work scheme

Pension scheme with up to 5% employer/

Free life assurance

Health & wellbeing support

Digital gym

Job summary

The Fedcap Group in the United Kingdom is seeking a Quality Officer to support quality assurance, compliance and continuous improvement across Fedcap. You will help monitor, evaluate and improve services, conducting audits, analyzing performance and gathering feedback to raise quality across both operations and corporate functions.

You’ll work with colleagues across the organisation to implement improvements, produce reports and train staff on quality standards and processes, ensuring high

Qualifications

• Experience conducting audits and quality assurance activities.
• Knowledge of QA frameworks, audit processes and compliance requirements.
• Strong analytical and problem-solving skills.
• Excellent organisational skills and attention to detail.
• Excellent communication and stakeholder management.
• Experience collecting and reporting on performance data.
• Ability to work independently and with multiple teams.
• Proactive, solution-focused approach to continuous improvement.
• Proficiency in MS Office and QA data tools.

Responsibilities

• Support the delivery and continuous improvement of Fedcap’s quality assurance framework.
• Conduct internal audits, observations and quality reviews to ensure policy and contract compliance.
• Monitor service delivery performance and analyse quality data to identify trends and risks.
• Produce audit reports, findings and action plans and support teams to implement improvements.
• Gather and analyse customer, colleague and stakeholder feedback through Voice of Customer.
• Monitor KPIs and provide management information to support decisions.
• Support risk management by identifying quality risks and implementing mitigations.
• Promote a culture of continuous improvement and share best practice across the organisation.
• Deliver guidance and training on quality standards, compliance and QA processes.
• Maintain accurate quality documentation and evidence for internal/external reviews.
• Support the organisation in maintaining high standards of service delivery and customer experience.

Skills

Auditing

Quality Assurance

Compliance

Data Analysis

Stakeholder Management

MS Office

Quality Management Systems

Tools

Quality management systems (QMS)

Data analysis tools

Auditing software

Job description

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.

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.

What we’re looking for

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.

It would be great if you also have

• A recognised quality assurance or quality management qualification, such as ISO 9001.
• Knowledge and experience of the employability, skills, health or public service sectors.
• Understanding of local labour markets and government‑funded programmes.

What We Offer

We’re a mission‑led organisation with social value at our core. We’ve been trusted for nearly a century to help people improve their economic wellbeing. We’re a Disability Confident Leader and proud to reflect the communities we serve.

• You’ll make a real impact: Every success story you help write will be felt in homes, workplaces, and communities across the county.

• You’ll grow: With access to training, reflective practice, and a national network of likeminded colleagues.

• You’ll be supported: We believe in team working, wellbeing check‑ins, and manageable caseloads.

• You’ll be part of something bigger: From mental health awareness to inclusive recruitment and sustainable employment, your work contributes to broader change.

Equity, Diversity and Inclusion

We’re committed to creating a workplace where everyone is treated fairly, feels they belong, and can do their best work. We welcome applications from people of all backgrounds, identities and communities, and we value the different perspectives and lived experiences they bring. We do not discriminate on the basis of age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion or belief, sex, or sexual orientation.

• Fedcap Employment is a Disability Confident Leader employer. We will consider reasonable adjustments throughout the recruitment process and, where required, in the workplace. We will not exclude a candidate with a disability unless they are unable to carry out a duty that is intrinsic to the role, after reasonable adjustments have been considered.

• We are positive about employing veterans, serving personnel, and spouses/partners and family members, as part of our commitment to the principles of the Armed Forces Covenant.

• As a Ban the Box employer, we assess applicants on their skills and potential. We do not ask about criminal convictions at the initial application stage, and any relevant information is considered fairly and in line with the role.

If you need any adjustments to apply for this role or to take part in the recruitment process, please let us know. We’re committed to making our recruitment process fair, accessible and inclusive for everyone.

Benefits

At Fedcap, we offer a comprehensive and rewarding benefits package designed to support your wellbeing and personal development. Some of our benefits include:

• 33 days’ annual leave (including bank holidays) with the option to buy or sell additional days.
• £500 annual benefits scheme to spend at over 900 retailers.
• Cycle to Work scheme open all year round.
• Pension scheme with up to 5% employer match.
• Free life assurance worth 4x your salary.
• Health & wellbeing support, including access to our 24/7 Employee Assistance Programme for you and your family.
• Digital gym, mindfulness resources, virtual GP and more.

About Fedcap UK

In the UK, Fedcap is a not-for-profit organisation committed to improving people’s economic mobility.

We support people to find work and access better health, education and learning opportunities.

Working across our four integrated practice areas – education, workforce development, health, and economic development – we deliver research‑based solutions that remove barriers and open doors to economic mobility and wellbeing for individuals and communities.

We’re part of The Fedcap Group which serves more than 332,000 people each year through a network of not‑for‑profit affiliates in the US, UK, Canada and Australia.

Our Values

• Kindness: Be kind to each other, treat all those around you the way you would like to be treated.
• Respect: Always be respectful to each other, our customers, partners, stakeholders and funders – we are dedicated to exceptional service.
• Integrity: Act with integrity– always be open and honest in our dealings with all people and stakeholders.
• Innovation: Be innovative – always try to do things better, to look for new solutions that improve our services to customers.

INDHP