Quality Assurance Manager

Overview

Post Title:

Quality Assurance ManagerContract type:

PermanentRank/grade:

ESalary:

£40,910 plus, London weighting £6,710 • Pay Award PendingDirectorate/department:

QA and Performance management, Report FraudVetting level required:

MV/SCLocation:

GYEThis role is open to all Police Staff / external candidates who meet the essential criteria of the person spec, regardless of current grade.The City of London Corporation is currently undergoing a program to ensure that our pay and reward practices are competitive and equitable across the whole organisation to ensure that everyone has the opportunity to thrive in the work that we do.Who are we?

As City of London Police, we protect the people, businesses and infrastructure of the City of London, one of the most important and dynamic environments in the UK and globally. The City of London police is the smallest force in the UK, so does that make our job any less challenging? Absolutely not – because there’s so much going on. City of London Police play a vital role in keeping the City of London diverse community safe. As a Police Staff member, you will be helping to making the city safer and deliver a valued service for those that live, work and visit the city.The City of London Police is keen to promote flexible working and will, subject to operational policing requirements, proactively consider all applications to work flexibly.The City of London Police is committed to equality of opportunities and continuously strive for inclusivity within our Force. We welcome applications from all sections of the community, particularly from those with disabilities and long-term conditions, those with Black, Asian and other Minority Ethnic backgrounds, female candidates, and LGBTQIA+ individuals.About The Team

Report Fraud is the national reporting centre for fraud and cybercrime. It collects reports about fraud on behalf of the police service and disseminates crime and intel packages to police and partners. You will be working within a small team of subject matter experts who are actively involved in improving and enhancing the victims’ journey through a process of quality assurance. Your team will consist of a mixture of civilian officers and police officers, and you will report to the Senior Quality Assurance Manager.About The Role

The City of London police are committed to delivering an outstanding service. To support our values, we are currently seeking to recruit a Quality Assurance Manager, who will oversee a newly established Quality Assurance team, committed to making tangible improvements to the experiences of victims, through a process of continued quality assurance and dynamic change.The Quality Assurance Manager will be central in developing and enhancing the service that we provide to victims of fraud and cybercrime. They will be responsible for developing and fostering a culture of openness, transparency, and continuous improvement within the organisation.The Quality Assurance Manager will play a vital role in supporting the strategic vision of the team and will support senior management in overseeing all operational activities. They will play a key role in managing the daily activities of the operations team, ensuring that deadlines are adhered to and providing analytical reports back to the wider team so that meaningful change can be implemented. Amid the rise of cutting-edge technologies, it’s essential for candidates to blend strategic vision with operational expertise, identify efficiency gains, and leverage innovations—such as AI and Power BI—to adapt and continuously improve working practices.Responsibilities

To support the Senior Quality Assurance Manager in delivering a high-quality end-to-end service that puts the needs of victims at the heart of all decision making and outputs.To oversee and manage the operational function of the Quality Assurance team, to identify opportunities to improve the victim’s experience for individuals and businesses.To be an inspirational leader and to oversee a team who are responsible for preparing concise management reports with detailed recommendations on how to improve the victim’s experience for individuals and businesses supported by the Report Fraud service.To provide senior oversight in ensuring that our processes are fully compliant with all statutory legislation, College of Policing - Approved Professional Practice (APP), and all industry and public sector led ‘best practice.’To lead a team who are proactive in identifying emerging legislation, regulations and practices relating to the effective delivery of victim services, and ensuring the organisation is fully compliant.To ensure that the victim process is quality assured across the reporting service by the Quality Assurance team, so that tangible improvements can be implemented. This quality assurance will include a process of reviews, inspections, dip-sampling and de-briefing practices at both an operational level and a strategic level.To oversee a team whose remit is to produce reports and briefings that provide comparisons with ‘baseline’ services provided and comparisons to future ambitions in service delivery.To manage a team that proactively engage with relevant victim organisations and support services to identify areas of improvement.To help support senior management in managing and maintaining partnerships and relationships with outsourced service delivery suppliers, whilst reporting on performance into the Report Fraud product and supply chain.To develop, support and implement Key Performance Indicators (KPI) into the service that the Report Fraud reporting services delivers, so that changes can be implemented, and performance measured.A willingness to challenge people, partners and processes in a manner that creates a positive culture of continuous improvement.To support senior management in the delivery of relevant HMICFRS recommendations, and other inspection Area for Improvements (AFI) relating to victim management.Prepare management reports to brief senior management on aspects of performance and quality within the victim’s journey.To lead a team that proactively seeks feedback from staff, victims, and stakeholders, and to implement constructive improvements across systems to improve the victim’s experience.To be an inspirational leader and conduct managerial functions across the department. This includes a willingness to support and develop staff.Actively implement the City of London police’s Equal Opportunity Policy by promoting equality and diversity.To undertake any other duties, appropriate to the postholder’s grade, which may be requested to support the organisation and the Director of Enabling Services.Requirements

Relevant operational experience in managing and supervising a team, with the ability to create an empowered team environment, whereby all individuals feel included and inspired.Knowledge and understanding of safeguarding within policing or public sector, and understanding of our statutory duties to victims, including the Victim Code of Practice.Experience in managing information and data collection within the policing / law enforcement context, or other relevant experiences.Excellent understanding of process mapping and a strong record in reviewing compliance procedures and policies; excellent writing and communication skills.Experience in managing risk, with a track record in making dynamic decisions in line with the National Decision-Making model (NDM).Analytical mindset with the ability to solve problems, plan contingencies and implement practical solutions strategically and operationally within a team setting.Effective communicator with experience presenting at a senior level on strategic and operational matters; may include media communications and briefing stakeholders and partners.Strong leadership skills with the ability to motivate staff and foster a culture of recognition across teams.Methodical thinker with excellent problem-solving skills to generate innovative solutions to key strategic problems.Strong supervisory skills, managing daily staffing matters, performance, and team resilience.Ability to network, negotiate and influence others; fully computer literate with working knowledge of MS Office.Desirable

Experience in customer services; background in financial services, public sector law enforcement, or third sector roles such as charities is welcome.Experience in safeguarding within policing or public sector with genuine empathy to achieve positive outcomes.Project management experience or qualifications.This vacancy is open only to those who have the right to work in the UK.Selection Process

As part of the initial application process, you will be asked to evidence how your experience, skills, and knowledge demonstrate your ability to meet the person specification of the role. The application and interview will be tested under Level 2 of the College of Policing Competency and Values Framework. Applicants who fail to address the skills/knowledge/experience of the job description will not be considered.Important Dates

The closing date for applications is

Thursday 2nd October 2025 @23:59 . Following shortlisting, successful candidates will be invited to attend a competency-based interview, to be held week commencing Monday 13th October 2025.Accessibility

We strive to ensure all information and services are accessible. If you would like information in a different format or need adjustments to apply, please contact HR via

hrservices@cityoflondon.police.uk .Benefits

LGPS Pension SchemeAccess to Blue Light CardDiscounts within the Square Mile for City of London Police employeesFree access to Force Gym and wellbeing programmes29 days’ annual leave + bank holidays, increasing to 34 days with continuous serviceSeason Ticket LoansCycle to Work SchemeA diverse workforce improves the service we provide. We particularly encourage female applicants and individuals from Black, Asian and other Minority Ethnic communities to apply. The Force supports flexible working patterns and hybrid working where possible. For questions, contact HR via the email ..... full job details .....