Remote QA Assessor & Case Checker — Quality Standards in Hailsham

Quality Assurance Assessor & Case Checker

We have an exciting opportunity for a fully remote, experienced quality assurance assessor including case checking. You will provide effective case checking processes to QAA (Quality Advice Assessment) green standard across the general advice service and ensure that the information provided to support our clients is consistent, accurate, efficient and effective. You will support our existing case checkers in promoting high-quality advice (QAA) practice across our 3 offices in Crowborough, Hailsham and Uckfield. You will have advice giving experience, supervising or case checking and be competent in the advice areas being checked. You will follow the quality of advice (QAA) guidelines set out by National Citizens Advice you will provide ongoing, high-quality checking, and feedback service on advice cases to our volunteers and paid workers.

Key work areas and tasks

The quality of advice assessment (QAA) process forms the core of quality assurance at a whole service level to ensure the competence and development of individual advisers. You will provide ongoing case checking and feedback to staff and volunteers on the advice given, identifying any remedial actions and report these using casebook tasks. You will use a case checking matrix to identify any training and development needs.

Responsibilities include but are not limited to

• Familiarising yourself with QAA criteria for advice assessments.
• Keeping up to date with local and national Citizens Advice policies, practices and requirements that will impact on the checking.
• Case checking to a consistent standard within the local Citizens Advice to make sure that good practice is disseminated, and quality standards are maintained.
• Using the Casebook case management system for case checking.
• Identifying remedial issues and gaps to make sure corrective action is taken with the client where appropriate.
• Providing feedback in a positive and sensitive manner to staff and volunteers.
• Providing support to the organisation to ensure high-quality standards across our advice services by identifying and reporting on local office trends, procedural differences and development needs.
• Sharing outcomes with the senior management team at management meetings.
• Adapting to changing quality of advice practices. Keep updated on any changes to legislation and any other relevant advice and local information resources.

Quality Assurance Assessor

• Ensure consistent quality of advice through quality control of cases, case checking and feedback to Managers.
• Ensure service meets the Citizens Advice Membership standard.
• Provide practical feedback to Managers to support volunteers to develop their skills and to enable them to become confident self-reliant Advisers.
• Assist in identifying training and development needs.
• Deliver consistent QAA using current CitA guidelines across all areas of advice.
• Conduct other tasks within the scope of the post to ensure effective QAA.
• To provide reports to the CEO & Management Team on a quarterly basis or as required. These findings will drive training needs.

Staff Management

• Working as part of a team to achieve consistency. You will be working as part of the districts case checking team and peer review case checking system for paid staff.
• Create a positive working environment in which equality and diversity are well managed, dignity at work is upheld and staff can do their best.
• Ensure the effective performance management and development of volunteers through regular support, supervision sessions, the appraisal process, learning and development and team meetings.
• Encourage good teamwork within the Generalist Advice Team, and the wider organisation.
• As part of the Management Team ensure compliance with Citizens Advice membership scheme, advice quality standards and audit requirements.

Administration

• Use of IT & telephone software for statistical recording of information, record keeping and document production.
• Ensure all mandatory training is regularly completed.
• Ensure that all work conforms to our organisation’s systems and procedures.
• Keep up to date with policies and procedures relevant to our organisation’s work and undertake appropriate mandatory training.

Professional learning and development

• Ensure all mandatory training is regularly completed by all within the Generalist Advice Service team.
• Keep technical knowledge up to date and provide technical support to volunteers.
• Contribute to research & campaigns and ensure this is integrated throughout the Generalist Advice Service.
• Undertake continual personal and professional development, taking an active part in reviewing and developing the role and responsibilities.
• Prepare for and attend management team meetings/staff meetings as appropriate.
• Adhere to organisational policies and procedures, including confidentiality, safeguarding, lone working, information governance, and health and safety and share responsibility for your own safety and that of your colleagues.
• Demonstrate commitment to the aims and principles of Citizens Advice

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