This vacancy has now closed

Quality Assurance Officer

  • Full time
  • £25,430 – £28,000
  • Edinburgh*
  • Closing 19th May 2021

  • Advertised from 6th May 2021
  • 35 hours per week
  • Permanent


The Citizens Advice network in Scotland is the largest independent advice service in the country. Citizens Advice Scotland is a charity within this network – we act as a national organisation supporting and representing the service as a whole and the interests of citizens. At the heart of the network there are 59 individual citizens advice bureau organisations across Scotland, all operating as independent charities in their own right, and generally focusing on providing support directly to clients. Each of these organisations is a member of Citizens Advice Scotland. Also providing significant added value are the national elements of the service run out of Citizens Advice Scotland, such as the Extra Help Unit. We believe that every citizen should have access to free, impartial and confidential advice that helps them make informed decisions, whenever they need it and however they choose to access it.

In order to be a member of Citizens Advice Scotland every Citizens Advice Bureau must comply with a set of membership conditions and standards. These conditions and standards aim to ensure a bureau adheres to the principles of the Citizens Advice service and provide clients with holistic, quality assured information, advice and support.

As a Quality Assurance Officer, you would be member of the Quality Assurance Team which assesses each bureau’s compliance with these membership conditions. This is an interesting, varied, challenging and rewarding role. Using a defined set of criteria and indicators you would be expected to assess the quality of advice provision across range of topic areas. You’d be expected to produce reports which summarise your findings and work with bureaux case checkers to help ensure consistency of approach to case checking across all Citizens Advice Bureaux in Scotland. As well as assessing the quality of advice you would be expected to assess bureaux compliance with their organisational audits. This would involve the gathering of evidence, assessing compliance against a defined set of indicators against agreed membership conditions and the production of summary reports.

This role offers you the opportunity to work at the heart of supporting Scotland's largest independent advice network and to make an invaluable contribution to citizen’s lives.

Citizens Advice Scotland is committed to promoting diversity and inclusion. We offer a range of family friendly, inclusive employment policies and flexible working arrangements to support all our staff. We are also committed to equality of opportunity for all and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

*This role is normally based in our Edinburgh office. As a result of the COVID-19 crisis, all Citizens Advice Scotland staff are currently working from home and we would therefore expect the successful candidate would be required to work from home initially. Re-opening our offices will be carefully planned and managed in accordance with the latest Scottish Government guidance and public health advice. Candidates should be prepared to work from home initially, but be aware that attendance at the normal office base will be required in future. We are currently reviewing our home working policy in response to the COVID-19 crisis and ongoing opportunities to work from home can be discussed with the successful candidate at offer stage.

Employee benefits

Citizens Advice Scotland offers excellent terms and conditions, including a total of 40 days leave (including public holidays) and a pension scheme with an 8% employer contribution. We have a flexitime scheme which enables our employees to work flexibly in line with organisational requirements, and as an inclusive employer we are happy to consider other flexible working arrangements where appropriate.

Application notes

Closing date: Wednesday 19 May 2021

Interviews: Wednesday 2 June 2021

To apply for this role, please send completed copies of the Personal Details Form, along with your current CV to:

In addition, we ask you to provide a short written statement (maximum of 2 pages) with examples which demonstrate how you meet the requirements of the post, as set out in the job description and person specification.

You can find all necessary forms below or on our website:

Equality & Diversity Monitoring

To help Citizens Advice Scotland monitor equality and diversity statistics please return the Equality & Diversity Monitoring Form separate from your other application documents by emailing it to:

About the employer

Citizens Advice Scotland is an Equal Opportunity Employer.

The Scottish Association of Citizens Advice Bureaux – Citizens Advice Scotland. Scottish charity (SC016637) and company limited by guarantee (89892)