Job overview
PLEASE NOTE THAT WE WILL ONLY ACCEPT APPLICATIONS FROM STAFF CURRENTLY EMPLOYED BY WELSH AMBULANCE SERVICE TRUST
The Senior Quality Auditor plays a pivotal role in ensuring the delivery of safe, effective, and high-quality patient triage and emergency call handling through the Medical Priority Dispatch System (MPDS) and the Clinical Prioritisation Streaming System (CPSS). This role supports the Trust’s commitment to excellence in patient care and operational performance.
Working collaboratively with the wider Operations Quality, EMS Coordination and Integrated Care teams, the post holder will be responsible for coaching, auditing, and supporting call handlers and other relevant staff. The role includes direct involvement in live call handling to maintain competence, and oversight of audit processes to ensure compliance with national and international standards.
The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.
Main duties of the job
Key responsibilities include:
· Delivering structured training and ongoing support for MPDS and CPSS systems.
· Conducting detailed audits and quality assurance of emergency calls and streaming decisions.
· Providing constructive feedback and coaching to improve individual and team performance.
· Supporting service improvement initiatives and maintaining accreditation standards.
· Acting as a point of contact for complex queries and emotional support following challenging calls
Working for our organisation
#RemarkablePeople
Our workforce is made up of over 4,000 remarkable people who contribute to the delivery of world-class patient care across Wales, 24 hours a day, 365 days a year. Whether you work in a patient-facing role or within our range of support services, the work that you do enables us to provide high quality care, wherever and whenever we’re needed.
The Trust recognises the need for its workforce to represent the diversity of the population it serves across the whole of Wales and seeks to create an environment where diversity is celebrated and inclusivity matters. We are also keen to break down any barriers into the Trust, and would encourage applications from under-represented groups, including those from Black, Asian and Minority Ethnic communities, LGBTQ+ communities and disability groups.
Careers within the Welsh Ambulance Services University NHS Trust are diverse and varied, with opportunities arising right across the service. Whatever your skills and background, you’re sure to find a career with us which is fulfilling, challenging, and rewarding.
In line with the Trust’s Starting Salary Procedure, all applicants will start at the bottom of the band for the position applied for, but can apply for a higher salary if they have previous experience relevant to the position.
Detailed job description and main responsibilities
You will be able to find a full Job Description and Person Specification attached within the supporting documents or please click “Apply now” to view in Trac
Person specification
Qualifications and Knowledge
Essential criteria
* Diploma of Emergency Dispatch or equivalent Experience
* MPDS or CPSS Qualified
* EMD-Q or CPS-Q qualification with IAED
* Compliant with certification and Continuing Dispatch Education (CDE)
Desirable criteria
* Mentoring Qualification
* Knowledge of and compliance with IAED standards and governance.
Experience
Essential criteria
* Significant experience as an MPDS or CPSS call handler.
* Experience in delivering training and conducting call audits as an EMD-Q or CPS-Q.
* Supervisory experience
* In-depth knowledge of MPDS or CPSS systems
Desirable criteria
* Experience in data analysis and report writing
* Experience in mentoring and supporting staff development
* Experience in service improvement and clinical governance