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Join Samaritans to make a difference in lives and accelerate your career in Quality Assurance
Overview
Salary
£33000 - £35000
Location
Hybrid: Homeworking and Surrey office working
Expires
Expires at anytime
The Organisation
Samaritans, a people-centric organisation, advocates for compassion, inclusivity, and continuous learning. Your contribution here can make a direct impact on saving lives. We embrace flexible working norms and make every voice count in our team.
Role Summary
- Provide expert advice, guidance, and support to the staff and senior volunteers in the application of quality assurance protocols.
- Support caller feedback systems and new project initiatives.
Role Requirements
- Experience in quality assurance or quality management.
- Proficiency in a broad range of quality assurance techniques and methods.
- Ability to accurately analyse and report voluminous information.
- Understanding and experience of quality, data protection, and safeguarding legislations.
- Experience of working with individuals with complex emotional or mental health needs.
- Requirement for an Enhanced DBS check with Adult and Children's Barred Lists for direct contact with at-risk adults and children.
Application Process Details
- We encourage applications from individuals with lived experience, and particularly those from underrepresented communities.
- We assure an environment where every individual feels acknowledged and supported.
- The application deadline is April 29, 2026, with video interviews being scheduled between May 5 and May 12.
Samaritans is seeking a Quality & Service Improvement Officer to join our Quality and Service Improvement Team. As a key driver of our aim to improve the consistency and quality of our services, you will ensure excellent service delivery to all our callers in their time of need.
The Organisation: Samaritans is a people-first organisation deeply committed to inclusion, compassion, and learning. You will be part of a team where your voice matters, your expertise makes a difference, and your work helps save lives. We are passionate about flexible working and encourage you to talk to us about your preferences.
The Role: You will provide expert advice, guidance, and support to specialist and senior volunteers and staff in the management and application of a range of Samaritans quality assurance policies and procedures. You will also support caller feedback processes and new project developments.
Job Requirements: The ideal candidate will have experience in quality assurance or quality management, an excellent understanding and experience in the use of a broad range of quality assurance techniques and methods, and the ability to accurately assess and report on large amounts of information. A good understanding and experience of applying quality, data protection, and safeguarding legislation and processes are essential. Experience working with and managing support for individuals in distress or with complex emotional/mental health needs is also required. This role will require an Enhanced DBS check with Adults and Children’s Barred Lists due to direct contact with children and adults at risk.
Benefits: Samaritans offers flexible hybrid working, excellent benefits, and the chance to make a tangible difference in suicide prevention across the UK and Ireland.
Applications: We welcome applications from individuals with lived experience and encourage those from underrepresented communities to apply. We are committed to creating an environment where all our people feel seen, heard, and supported. Applications close on April 29, 2026, with video interviews to be held between May 5 and May 12.
