Manager, Quality and Compliance

Purpose

The purpose of this role is to ensure that all learner-facing services meet the highest possible quality standards. The role is responsible for business processes, roles and tools that help to identify potential risk, manage feedback and our compliance with a range of national and international standards. Educational outcomes and pedagogical styles are an area of particular focus, to ensure our trainers remain current in learning practices, are continuously improving and get regular feedback on their performance.

The role is also responsible for the analysis of customer feedback, drives continuous improvement initiatives and identifies areas for enhancement ensuring a culture of excellence.

Role Accountabilities

Quality Assurance & Compliance

• Implement a Trainer Academy world wide, implementing consistent working practices for on-boarding, skilling and continuous professional development of our trainers.
• Prepare quarterly reports which includes compliance and contractual performance, identifying data trends, and producing action plans to improve outcomes.
• Monitor and interrogate performance by analysing relevant statistical data to inform improvements in aspects of the training community output.
• Adhere to ISO 9001 where applicable, maintaining our existing accreditation.
• Ensuring the maintenance of country-specific accreditations that enable us to bid for more work, meet local standards and/or meet local market requirements.
• Manage training quality through regular standardisation, sampling of practice and collaborative working with Training Managers.
• Proactively develop systems and reporting that provide insights into performance across all provision driving quality improvements. 
• Undertake personal research, training and development to ensure continued expertise in the role in the latest pedagogical styles of delivery.
• Collaborate with managers on the development of relevant and appropriate curriculum procedures and practices.

Key Performance Indicators

• Maintain agreed regional NPS, with demonstrable processes in place that identify and respond to changes in scores.
• High level of learning outcomes and successful completion rates.
• Ensure 10% improvement year on year on learner feedback volumes.
• Customer satisfaction rate to exceed 90% in all regions.
• Implementation of effective professional development programmes for staff.
• Positive trends in KPIs related to regulatory requirements.
• Continual achievement of accreditation and compliance standards.
• Successful integration of learner feedback into curriculum developments.
• Timely delivery of quality reports and actionable insights.

• Complaints and queries: SLA of 24hrs response and 5 working days to close.
• 80% of trainer pool to be identified as ‘meeting’ or ‘exceeding’ expectation, as per observation outcomes and Trainer Delivery Matrix.
• Quarterly training schedule that supports internal continuous improvement against teaching, learning and assessment.

Person Specification

• Educated to GCSE standard or equivalent which must include English and Maths
• Educated to degree level

• Qualification in a relevant discipline
• Qualification in Internal Quality Assurance
• 5+ years in Leadership and Management
• Evidence of continuing professional development

Experience

• Strong research and analytical skills
• In-depth knowledge of international industry regulations
• Detailed knowledge of business management principles
• Woking knowledge of relevant software tools and computer literacy
• Proven track record of developing and implementing effective quality assurance initiatives, policies and procedures linked to strategic priorities.
• Has experience of managing and motivating complex, multi-disciplined teams.
• Demonstrable experience of implementing quality assurance initiatives, that support growth and development of teaching/training personnel
• Demonstrable experience of leading on quality standardisation
• Experience in educational leadership roles
• Experience in Instructional development
• Analytical knowledge and experience in overseeing programme evaluation
• Evidence of successful implementation of quality processes related to teaching, learning and assessment
• Experience of working with external partners (awarding organisations/regulatory bodies) to meet standards and improve performance.
• Experience of supporting organisations to meet the requirements of regulatory regimes e.g. external audit, inspection bodies.

Skills and Attributes

• Strong leadership and management skills with evidence of developing teams and individuals to support performance and growth.
• Excellent communication and interpersonal skills with the ability to build relationships and influence a range of internal and external stakeholders.
• Excellent digital skills, including the ability to analyse and visualise data in a range of formats.