The Role
Quality Assurance Officer - Appeals
Dingwall - 40 hours per week
£25,396.80 per annum
Can you spot errors, risks, or trends and suggest improvements?
Do you have strong attention to detail and can communicate clearly?
Can you review complex cases and working to deadlines?
About the Role
We are looking for a Quality Assurance Officer (Appeals) to support our Appeals function by ensuring decisions, evidence checks, and written responses are accurate, consistent, compliant, and customer-focused. This role plays a key part in driving continuous improvement and reducing rework and escalations.
Key Responsibilities
* Complete quality checks of appeal casework, evidence, and written responses
* Ensure decisions align with internal processes, contract requirements, and compliance standards
* Identify errors, trends, and root causes, escalating risks where required
* Provide structured feedback and coaching to Appeals Officers
* Produce QA reporting (pass rates, error types, recurring themes)
* Support audit readiness and continuous improvement activity
What We're Looking For
* Strong attention to detail and ability to work accurately under pressure
* Excellent written communication and confidence in reviewing decision quality
* Good organisational skills and ability to manage workloads to deadline
* Comfortable using case management systems and Microsoft Office (Excel/Word/Outlook)
* Experience in a QA, compliance, appeals, or customer resolution role
* Proven ability to review casework and provide constructive feedback
* Experience working to SLAs in a fast-paced operational environment
* Appeals / enforcement / parking background (desirable)
* Experience with complaint escalations and audit processes (desirable)
What You'll Get
* £25,396.80 per annum
* 40 hours per week, working pattern is Mon to Fri
* 5.6 weeks annual leave per annum rising to 6.6 weeks with long service
* Supportive team environment with development opportunities
* Pension scheme
* Employee of the month award scheme
Does this sound like the role for you? Apply now!
We are focused on ensuring APCOA is a fair place for you to work regardless of age, race, gender or level in the business. We offer a inspiring work atmosphere where successes are shared. With challenging projects and an atmosphere of fostering and support. Staff have the training prospects to fulfil their potential while aiming for excellence in their work.