Role: Operations Quality Manager - Apprenticeships

Location: Hybrid with travel to nearest UK site

As the Operations Quality Manager, you will be responsible for the capability, quality and standardisation of the Operations function, specifically Onboarding and Central Services.

You will be pivotal to leading and embedding change across the teams based on the apprenticeship landscape, process change, funding/eligibility updates, knowledge gaps and performance management.

You’ll be required to represent the capability and quality of output of the Apprenticeship Onboarding and Central Services Teams up to and including senior management, whilst also embedding core relationships for you and the function, across internal and external stakeholders.

About the role:

• Collaborate with the Senior Operations Manager to implement the agreed operating model, ensuring a high-quality customer experience for learners, employers, and internal stakeholders.
• Work closely with Operations and Central Services Team Leaders to enhance efficiency and drive best practices across core teams.
• Develop, maintain, and update training, induction, and process documentation for Onboarding and Central Services, supporting the team’s personal development.
• Conduct regular quality checks on Enrolment Calls and other outputs from the Onboarding Team to ensure quality standards are met.
• Support the Operations Funding Specialist in analyzing trends related to first-time-right rates, learner experience, and SLAs, implementing continuous improvement initiatives.

About the role:

• Experience of managing time-sensitive processes, ideally within apprenticeships or education, demonstrating timely and efficient execution.
• Apply knowledge of business strategy processes and methodologies to support operational objectives and improvements.
• Hold strong IT skills, including data analysis and report writing, that will enable you to drive informed decision-making.
• Possess in-depth knowledge of Apprenticeships and funded learning regulations.
• Demonstrate strong communication skills with proven experience in building effective stakeholder relationships at all levels.

At QA, we believe the future belongs to organisations that are able to learn, master and apply new skills at pace and scale. As the largest tech training company in the UK and the fastest-growing in the US, we partner with 96% of the FTSE and most of the Fortune 500. We have served over 4,000 customers and 1+ million learners since 1985.

We believe skills alone aren’t enough but need to be applied back to the business in order to effect change. We do this through tailored learning programmes that connect learning across an organisation’s siloes, create continuity for learners, and feature collaborative, cohort-based modalities to apply skills at pace and at scale. Our unique end-to-end learning solution draws from deep expertise across apprenticeships and instructor-led training, and self-paced learning.