Product Assurance Officer

Location: Home based

Salary: £35,000–£37,000 per annum, dependent on experience

Schedule: 37.5 hours per week

Ready to impact a better future? As a Product Assurance Officer in our Justice and Immigration (AASC) team, you'll play an essential role in supporting operational development requests, strengthening learning and development activities, and coordinating BAT (Business Acceptance Testing) and UAT (User Acceptance Testing) across the contract. You'll help ensure clear, consistent communication on all aspects of AORA, while proactively monitoring incidents, identifying trends and highlighting risks that influence contract performance and continuous improvement.

This is a role with real purpose. Your work will support colleagues across operations and technology, enabling better decision‑making, smoother deployments and a stronger understanding of system behaviour across the J&I contract. You'll help create impactful solutions that support communities and positively shape the future of our service.

You’ll Be Entrusted To

• Ensure quality assurance of ServiceNow tickets, following up with stakeholders to gather missing information where necessary.
• Conduct daily reviews of AASC incidents in ServiceNow and communicate the status of open and closed incidents to the wider J&I contract through AORA Help.
• Oversee the maintenance and suitability of ServiceNow forms, ensuring alignment with evolving operational needs.
• Escalate P1/P2 incidents appropriately and support communication of critical updates.
• Maintain accurate, auditable BAT records, validating tester evidence and ensuring documentation is stored securely.
• Provide consistent communication and support to volunteer testers through email and Teams channels.
• Monitor BAT/UAT Kanban boards to keep testing progress highly visible and accurate.
• Identify and recruit appropriate testers to ensure robust test coverage.
• Monitor development trackers, ensuring submissions are complete and trends are reported in weekly operational development meetings.
• Maintain clear, standardised communication with stakeholders regarding deployment timelines and request processes.
• Track stakeholder feedback and escalate engagement risks when required.
• Support proactive communication with subject matter experts before and after system deployments.
• Coordinate LMS training readiness and support the development and distribution of system training content.
• Participate in Sprint stand‑ups and planning sessions to support the formulation of training materials.
• Provide consistent communication across the contract regarding sprint progress, technology updates and defects.

Does this sound like you?

You’ll be a great fit for this role if you have:

• Strong quality control skills with the ability to verify evidence, maintain consistency and ensure audit readiness.
• Ability to spot risks, trends and anomalies and escalate appropriately.
• Experience engaging stakeholders to gather missing information and maintain high contribution standards.
• Understanding of Agile principles, the Software Development Lifecycle and technical literacy in digital systems (desirable).
• Proficiency in data analysis tools such as Excel or Power BI.
• Yellow Belt accreditation (preferred).

Vetting And Checks

A Standard DBS check will be carried out for this position. This includes spent and unspent convictions, cautions, reprimands, and warnings as permitted under the Rehabilitation of Offenders Act. An Occupational Health Questionnaire will also be completed so we can ensure you have the necessary support to perform your duties. This role requires BPSS clearance, which involves identity verification, employment history, and criminal record checks to meet government security standards. An Occupational Health Questionnaire will also be required to ensure we can offer appropriate support for your wellbeing and performance.

This role also requires Baseline Personnel Security Standard (BPSS) clearance, which involves verifying your identity, employment history, nationality, and criminal record to meet government security standards. In addition, depending on the nature of the role, you may need to obtain formal Security Clearance (such as CTC or SC), which includes more detailed background checks on employment, criminal record, and financial history to ensure suitability for working in secure environments. Please note that UK residency requirements may apply for certain levels of clearance. You will also complete an Occupational Health Questionnaire so we can identify and provide any support you may need to undertake the role effectively.

Discover all you need to keep growing

We’re one of the top 1% of international employers, so you can have confidence you’ll be part of a highly supportive culture with leaders you can count on to help you achieve your goals. From mentoring and training to our focus on internal progression, we’re proud to offer clear development opportunities – and the support and tools to help you seize them.

What We Offer

• Holidays: 25 days plus bank holidays (and the option to buy up to five additional leave days each year)
• Pension: Up to 6% contributory pension scheme
• Training and development: Over 1,100 internal courses available, funding for qualifications and apprenticeships, mentoring opportunities and a strong focus on internal progression
• Health and wellbeing: Employee Assistance Programme, Bupa Anytime HealthLine, wellbeing app, 30% off at Serco‑managed leisure centres, and 24/7 access to a virtual GP service
• Discounts: Savings across around 1,000 retailers, from food and clothing to entertainment and travel
• Charity: Paid volunteering day, tax‑free charitable giving via Payroll Giving, and the option to donate pennies to the Serco People Fund Charity
• Employee networks: Our networks support belonging and community, representing LGBTQIA+ colleagues, women, parents and carers, colleagues with disabilities, veterans and culturally diverse groups

Let’s impact a better future, together. Apply today.

About Serco: At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services. We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

By joining Serco you will have unlimited access to our Global Employee Networks – SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.

Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment.

At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leader employers and holder of the Gold Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.

For help with your application please contact us. At Serco we support fair access to employment for those with unspent criminal convictions through the 'Ban the Box' pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly to discuss.