Quality and Training Manager - B1

This opportunity is only open to internal Scottish Government applicants who are currently 'Priority Movers'. Applications from individuals not currently on the Priority Mover list will be rejected and not considered.

Are you passionate about quality and delivering exceptional service to both colleagues and external stakeholders?

This is a team manager role based within the Student Awards Agency for Scotland (SAAS) Operations within our Quality and Performance Team. The Team’s purpose is to carry out quality assurance across operations and maintenance of all operational guidance and training.

The main aim of the role is to manage Quality and Performance staff to carry out operational quality assurance identify any areas of concern, manage the implementation of guidance changes and delivery of training.

Responsibilities

• Manage the performance of 2-3 members of staff, escalating any concerns and adhering to HR policies.
• Manage and process QA workflows ensuring service level agreements are met and resolving any feedback queries.
• Collate, manage, analyse and present quality data to management identifying and escalating risks to section managers and suggesting improvements to guidance and training.
• Manage user accepting testing, creating test scripts, preparing data, escalating and logging potential defects to test any system changes prior to deployment to the live system.
• Review, create and deliver training materials across all operational schemes.
• Review, draft and publish operational guidance including the operational knowledge base, shell letters and emails.
• Manage escalated cases by reviewing and interrogating student data to establish steps taken and recommend potential solutions by preparing case notes to be reviewed by senior management and review panels as necessary.
• Proactively communicate with internal and external stakeholders, effectively communicating operational policy and procedures.

Working pattern

This role is a permanent level transfer position.

How to Apply

Applications for this position will only be accepted from substantive B1 employees.

Please submit a statement outlining your suitability for the role, relevant skills and experience, and what you would bring to the team (maximum 500 words).

Selection Process

All candidates will be invited to an informal discussion with the Hiring Manager.

Informal discussion dates tbc.

Further Information

If you have specific questions about the role, please contact ***email_hidden***

Read our Candidate Guide for further information on our recruitment and application processes.