HP - Quality Assurance Administrator
Role: Quality Assurance Administrator
Department: FCR – Force Control Room
Scale: SC4
Salary: £26,106 - £28,653
Location: Melton 2, Wyke Way
Hours: 37 Hours per week (Full-Time)
Contract: Permanent
Humberside Police are looking for a highly motivated individual to join them in their busy Force Control Room.
The post holder will be required to implement, monitor, and improve the Quality Assurance Database (QAD) processes, and associated procedures within the FCR and promote good practice across the force.
You will be required to Act as the single point of contact for any issues relating to the QAD and Audio Net, resolving problems and escalating to Information Services when necessary. To use the THRIVE Model to triage emergency and non-emergency contacts, offering advice, assistance and resolving, where possible at the earliest opportunity.
Key Responsibilities:
- Monitors and enhances the QAD, which is used to improve operator/customer interaction within the FCR.
- Produces weekly and monthly statistical management information in respect of the quality of service provided by staff obtained from the QAD.
- Monitors the performance and consistency of FCR Staff where appropriate, and identifies actual or potential shortfalls in the quality of service given, provides the relevant information to the FCR Senior Leadership Team (SLT) in report format.
- Carries out service recovery, assessing identified concerns using in-house programmes (such as NICHE, ASPIRE and Smart Contact) to verify details, in order to update log grading, type codes and qualifiers if incorrect. Ensures the log has an appropriate resolution and the correct avenues of action have been taken whilst providing feedback to Supervisors.
- Investigates complaints and areas of concern with quality of service, ascertaining reasons why, including inefficient equipment, practices and procedures. Makes appropriate recommendations regarding changes to processes and procedures to prevent reoccurrence, or mitigate negative impacts on quality of customer service and force reputation.
- Collates and analyses performance information, providing recommendations for improvement, summarising in report or presentation format to the SLT, Supervisors and /or Trainers, identifying non-compliance with National Contact Management Standards Provides bespoke QA training as part of new staff induction, along with ongoing in depth QA support in the form of advice and guidance to Supervision, Trainers and Staff as required.
What the role requires:
- Experience of maintaining databases and researching data from computerised recording systems.
- Experience of working in a busy office environment, incorporating administrative procedures.
- Experience working in a confidential environment.
- Excellent communication skills
- Ability to plan, organise and prioritise multiple activities, escalating as and when appropriate.
- Computer literacy/keyboard skills
- Excellent organisational skills
- Ability to work with minimum supervision when required.
- Carries out tasks in an accurate and methodical manner with an eye for detail.
- Ability to work as part of a team.
- Ability to prioritise workload.
For further information relating to the role and tasks of this position please refer to the attached role requirement.
Perks of working for Humberside Police:
From great perks, agile working and professional development, we want you to have the best possible journey throughout your Humberside Police Career.
Our Police Staff work extremely hard, which is why we are proud to offer a host of reward and recognition schemes. Whether it’s Cycle to Work scheme, Gym and health schemes, we have the perks ready for you to benefit from.
Follow the link to watch our force film! https://youtube/bkfuf5fa8x0
Further Perks:
- Generous annual leave allowance
- Training and development opportunities
- Coaching & Mentoring Scheme
- Employee assistance service (accessible 24/7)
- Flexible/Hybrid working where applicable.
- Generous pension scheme
- Blue Light Discount
- Access to the forces onsite gyms
- Free on-site car parking
- Humber bridge tag (If travelling from the Southbank)
Pre – Employment Checks and Eligibility:
- Internal applicants MUST have completed a successful probationary period and tenure (if applicable) before applying for another role within the force.
- Applicants must meet the minimum requirement checkable history criteria of at least 3 years continuous residency in the UK to apply for roles with Humberside Police.
- Successful candidates will undergo a vetting procedure pre-requisite of employment. (Please note, with holding any information asked by the vetting department, may delay the vetting procedure, or result in your vetting been refused and the offer of employment been withdrawn)
- Tattoo’s will be reviewed as a part of the recruitment process to ensure we maintain a level of professional standards and to make sure the images do not cause offence or are unacceptable.
Contact point for applicants:
If you have any questions regarding the recruitment process, please contact us at recruiting@humberside.police.uk
How to apply for the role:
To apply for the role, please click the ‘Apply’ button below.
Please note, you must wait 3 months before submitting another application if you have applied for THIS role within the last 3 months.
For Information & Advice on completing an online application, please follow the link below.
Closing Date: Wednesday 2nd April 2025 at 23:55
Interview date: TBC
It is not likely that closing dates will be extended, other than in exceptional circumstances and would need to be with the permission of the Recruitment Manager and Line Manager of the role.
The Recruitment Manager can authorise to close any vacancy before the closing date stated on the advert.
Attachments:
- Role Requirement
- Guidance for completing your application.
- Bank of Adjustments
- Preferred candidate roadmap
Humberside Police welcome applications from underrepresented communities. For further information on positive action within Humberside Police, please visit the positive action page:
Diversity and positive action | Humberside Police