Quality Officer

The Growth Company's (GC) Employment team is seeking a Quality Officer to support all aspects of Quality Assurance, including observations, participant feedback, safeguarding, self assessment, workforce development, and policy implementation. The role helps maintain high quality delivery and supports continuous improvement in line with industry standards and accreditation requirements.

At GC Employment we help to make a lasting difference to the lives of people throughout the North of England and beyond, by supporting individuals to gain meaningful employment. Our highly skilled advisers and keyworkers work with a range of individuals; from people who have found themselves recently out of work, to those with complex barriers such as physical disabilities, mental ill-health and debt.

Key Responsibilities

• Support the delivery of quality assurance activities to ensure participants achieve sustainable outcomes.
• Build and maintain strong relationships with partners, suppliers, and stakeholders to enhance service delivery.
• Coordinate and monitor continuous professional development (CPD) through daily engagement with subcontractors and colleagues.
• Conduct observations and evaluations of IAG, Employer Engagement, Training, and Customer Service to ensure compliance with contract and quality standards (Matrix, Fidelity, etc.).
• Develop and implement tools, resources, and training workshops to improve service quality.
• Manage administrative tasks including CRM monitoring, report writing, and data analysis.
• Review action plans and work products to assess and evidence the quality of the customer journey.
• Proactively track customer outcomes and streamline evidence generation processes.
• Contribute to internal audits and produce monthly and quarterly quality reports for management.
• Identify themes and issues, and support the creation of development plans to drive continuous improvement.

About You

• Strong observation and recording skills, with attention to detail and accuracy.
• Excellent verbal and written communication skills, adaptable to various audiences.
• Advanced analytical skills with the ability to translate data into clear, actionable reports.
• Proven ability to build and maintain positive working relationships across internal teams and external partners.
• High proficiency in Microsoft Office applications (including Teams), web-based tools, online delivery platforms, and bespoke systems used within the Growth Company.

Skills and Experience Required

• Possess assessor or teaching qualifications, or demonstrate equivalent practical experience.
• Proven experience conducting observations aligned with Matrix standards and IAG principles.
• Skilled in preparing and compiling evidence for Ofsted inspections.
• Experience in designing and delivering engaging training sessions to diverse audiences.
• Strong understanding of contractual quality requirements across public sector bodies (e.g. DWP, Local and Combined Authorities).
• Experience in deliveringfocus discussions (FGD).
• Familiarity with key quality frameworks and standards such as Matrix, Fidelity, and ISO9001.
• Good awareness of the public service environment and its operational context.