Quality Coach

We are seeking a dedicated and experienced professional to join our team as a Quality Coach, playing a vital role in ensuring the delivery of high-quality, consistent, and compliant advice services.

In this role, you will lead on quality assurance across the organisation, supporting and developing staff and volunteers while promoting continuous improvement and positive outcomes for clients. You will ensure services meet the highest standards, including compliance with Quality of Advice requirements, organisational policies, and funder expectations.

About the Role

You will be responsible for monitoring the quality of advice provided across multiple service areas, offering constructive feedback, and supporting colleagues to develop their skills and knowledge. Working closely with management, you will help embed quality standards across the organisation and contribute to effective operational delivery.

Key Responsibilities

Monitor and review case records and calls to ensure compliance with required standards and service level agreements

Lead on adherence to the Quality of Advice Standard and relevant regulations

Support the delivery and monitoring of quality assurance requirements across services

Provide coaching, mentoring, and constructive feedback to staff and volunteers

Identify development needs and implement improvement plans for individuals and teams

Observe advisers and trainees, supporting their ongoing professional development

Contribute to and deliver training sessions, including quality assurance workshops

Ensure accurate use of systems for case recording, reporting, and quality control

Promote best practice and maintain up-to-date technical knowledge

Foster a positive, inclusive working environment where equality, diversity, and dignity are upheld

About You

You will be passionate about delivering high-quality advice services and supporting others to achieve their best. With strong attention to detail and excellent communication skills, you’ll be confident in assessing performance, providing feedback, and driving continuous improvement.

You’ll also bring:

Experience in advice services or a similar environment

Strong understanding of quality standards and compliance requirements

The ability to coach, mentor, and develop others

Excellent organisational and analytical skills

A collaborative approach and commitment to positive client outcomes