Job title: Quality Assurance Officer Location: 33 Staple Gardens, Winchester, Hampshire, SO23 8SR Persona: Hybrid / 1 day a week in the office; Location rotates between Staines & Winchester Salary: £31, 397.00 – £33,049.00 per annum Contract: 11-month fixed term contract Working Hours: 35hpw (Mon-Fri) DBS Requirement: Enhanced DBS Full UK driving licence essential About A2Dominion We are a UK housing association committed to a new vision – providing homes people love to live in. With over 38,000 homes in management across London and southern England, we provide a wide range of homes for social, affordable, and private rent, specialist services, as well as homes for sale and shared ownership. We are looking for a Quality Assurance Officer to join our team and help us deliver exceptional services across all operational functions. In this role, you will lead quality assurance audits, ensuring services meet the highest standards while identifying areas for growth and learning. Role overview * To deliver a program of quality assurance audits across all Operational functions to evidence quality services and identify opportunities to improve. * To help embed learning from audits, incidents, service failures and negative customer experiences to prevent reoccurrence Key responsibilities: * Conduct internal audits (including on-site and desktop assurance) to evidence service quality and drive continuous improvement across Operational services * Investigate and follow up on incidents, service failures, customer complaints and Housing Ombudsman determinations, embedding learning to prevent recurrence * Support teams and service leads to implement clear, achievable service improvement actions and ensure these are embedded into practice * Work closely with the Insights and Engagement Team to ensure customers are involved in auditing processes at every opportunity * Produce and contribute to high-quality performance and impact reports, including trend analysis, to demonstrate the value of quality assurance activities and share best practice * Maintain awareness of compliance and best practice through meetings and ongoing industry research * Support internal and external audits, including the annual self-assessment of the Group’s adherence to the Consumer Standards * Ensure the collection, management, use, and reporting of data complies with GDPR and data management regulations More about you: * Full UK driving licence essential * GCSEs (or equivalent) in Maths and English (Grade C/4 or above) * Solid experience in auditing and performance monitoring, with the ability to identify insights and implement effective service improvements * Excellent problem-solving abilities, stakeholder management, and attention to detail. * Proven experience in Quality Assurance, with a strong track record of maintaining high standards and accuracy * Able to work effectively and diligently at a fast pace and meet tight deadlines with a keen eye for detail * Excellent stakeholder relationship management skills and proven ability to maintain successful relationships with colleagues and customers * Intermediate MS Office skills and willingness to learn new systems * Confident user of Microsoft Excel, including working with formulas to analyse data and support decision-making Desirable: * Confident approach to problem-solving ensuring matters are swiftly and satisfactorily resolved * Experience of setting up performance measures for monitoring progress of services against contract and departmental business plan objectives * Knowledge of housing legislation, regulation, policy and best practice Why A2Dominion? As an employee of A2Dominion, we want you to feel rewarded and have a choice of flexible benefits, salary exchange benefits, and rewards and discounts that work for you, wherever you are in your life. We offer a wide range of staff benefits. For this role, these include: * 25 days’ holiday (Plus Bank Holidays) * Up to 8% contributory pension * In addition, all permanent and fixed-term employees receive a generous annual allowance of up to £300 to use towards health and lifestyle benefits for both you and your family. Diversity & Inclusion We’re proud to be a Disability Confident Employer and welcome applications from people of all backgrounds. Our recruitment process is inclusive and accessible, and we guarantee an interview to disabled applicants who meet the minimum criteria. Reasonable adjustments are available throughout the process - just contact our Resourcing Team at resourcing@a2dominion.co.uk We know some people hesitate to apply if they don’t meet every requirement. If that’s you, we encourage you to apply if your skills and experience align – please get in touch with us to talk it through. At A2Dominion, we value diversity, embrace flexibility, and are a family-friendly employer. Everyone belongs here. Join us and help make a lasting difference in the lives of our customers. The role closes on 18 June 2026; we reserve the right to close early upon appointment of the right candidate.