Quality Assurance Officer (Force Contact Centre)

Quality Assurance Officer

Grade E £25,713 - £29,874

An exciting opportunity has arisen in the heart of the Force Contact Centre located at Staffordshire Police Headquarters in Stafford. 

We are looking for candidates with quality assurance experience of working in a customer facing environment and dealing with the public and who know what it is like to work in a busy contact centre environment.

Working from the Force Control Centre at Police HQ in Stafford, your role will be to support the improvement work of the FCC in the delivery of service review and audit process to improve standards and performance.

Your role will be to undertake quality assurance checks and surveys on the Force Contact teams contact handling, incident recording and incident handling processes, through all Contact channels.

This work is integral to ensure the work of the FCC follow the National Contact Management Strategy practices and principles and National Crime Recording and Incident Standards and that adherence is corrected where necessary by supporting the Quality Assurance Manager around the development, training and communication on an individual and team level.

You would be joining us during an exciting time for the Force Contact Centre as we embark on an ambitious change programme where all the staff are critical to challenging, modernising and adapting the way we currently do things.

Further details and key responsibility can be found in the role profile

The closing date for this vacancy is on the Thursday 23 April 2024 at 12 Midday.

To apply please upload your CV.  We would advise all applicants to tailor their CV to meet the criteria on the role profile.

Benefits of working for Staffordshire Police:

• Pension Scheme - Employers Pension contribution 21.5% Staffordshire Pension Fund - Home (staffspf.org.uk)
• Annual Leave entitlement – 26 days plus Bank Holidays.
• Sick pay scheme
• Fostering friendly policy
• Family friendly policies – maternity, paternity, parental leave, adoption
• Occupational Health
• On site Gyms
• Staff associations
• Reward and Recognition
• Blue light Card – not solely for Staffs police
• Lottery

As ‘One Force’ across Staffordshire, we know that Diversity and Inclusion help us improve our decision making, encourage creativity and embrace innovation so all our people can thrive.

Our vacancies are open to everyone and all appointments are made based on merit and achievements. We encourage applications from candidates from Black, Asian, and minority ethnic backgrounds, gender, people who have a disability, those who are neurodiverse and persons of the LGBTQ+ community.

We use positive action to encourage potential candidates from underrepresented groups through targeted step-In support and advice sessions.  If you have the skills, experience and values, that here in Staffordshire Police Force we pride ourselves on, then we would welcome you to apply.

For more information on Positive Action please email the team on positive.action@staffordshire.police.uk