Who are we? 

The British Consulate in Malaga is part of a global network representing British political, economic and consular interests overseas and is now recruiting for a Quality Assurance and Continuous Improvement Manager position in Malaga. 

Main purpose of job:

The Quality Improvement role exists to embed a culture of operational excellence and continuous learning across the Global Consular Service Centre (GCSC), ensuring world-class service delivery and alignment with FCDO’s strategic objectives. The post holder will belong in the Consular Contact Centre team and work closely with GCSC team managers and Consular officers, Consular and Crisis policy teams, and wider FCDO colleagues to identify, implement, and monitor improvements that enhance customer experience and operational efficiency.

This role will involve:

• Leading initiatives that improve quality standards and compliance with FCDO policies.
• Driving continuous improvement projects and fostering innovation within GCSC.
• Collaborating with internal and external stakeholders to ensure improvement programmes support organisational priorities.
• Acting as a key contributor to GCSC’s vision of being agile, service-driven, and technology-enabled.
• Having a general responsibility for the supervision and oversight of the GCSC.

The job holder will have access to learning and development opportunities such as project management training, data analysis tools, and continuous improvement methodologies (e.g., Lean, Six Sigma). They will receive support from senior managers and work within a collaborative environment that encourages innovation and professional growth.

Roles and responsibilities: 

1. Quality Assurance and Performance Monitoring (30%)

• Provide oversight and guidance to support the smooth and efficient running of the GCSC operation.
• Lead quality assurance audits on contact handling and Orbit workflows.
• Develop and implement quality assurance frameworks and performance metrics.
• Conduct regular audits and reviews to ensure compliance with FCDO standards.

2. Continuous Improvement and Data Analysis (20%)

• Analyse operational data to identify trends and implement process improvements.
• Lead and deliver improvement projects aimed at enhancing customer experience and operational efficiency.
• Use structured methodologies (e.g., Lean, Six Sigma) to design and implement process changes.
• Monitor project outcomes and report on impact.

3. Embedding Operational Excellence and Continuous Learning (20%)

• Facilitate feedback loops with staff and stakeholders to refine service delivery.
• Champion best practices and foster a culture of continuous improvement across GCSC.
• Support capability building and knowledge sharing within the team.

4. Training and Development (15%)

• Champion training and development aligned with FCDO 2030’s Professional Capability pillar.
• Develop training materials and sessions to embed quality standards.
• Mentor colleagues on improvement methodologies and tools.

5. Reporting and Communication (15%)

• Prepare clear reports and presentations for senior leadership on quality performance and improvement progress.
• Contribute to internal communications to share success stories and lessons learned.

Main Deliverables:

• A robust quality assurance framework.
• Successful delivery of improvement projects within agreed timelines and budgets.
• Embedded culture of operational excellence and continuous learning across GCSC.
• Enhanced customer satisfaction and operational efficiency metrics.

Don’t miss out on this fantastic opportunity!

Our Ideal Candidate shows: 

• Full professional proficiency in English (written and spoken, minimum of C1 level for CEFR framework*);
• Analytical and Problem-Solving Skills: Ability to interpret operational data, identify trends, and recommend evidence-based improvements;
• Quality Assurance Expertise: Experience in developing and applying quality assurance frameworks, including audits and compliance checks;
• Continuous Improvement Knowledge: Practical understanding of improvement methodologies and their Application in service environments;
• Stakeholder Engagement and Communication: Strong interpersonal skills to build relationships and facilitate feedback loops with staff and stakeholders;
• Training and Capability Development: Experience in designing and delivering training sessions to embed operational excellence and continuous learning;
• IT and Data Literacy: Competence in using data analysis tools and CRM/workflow systems;
• Ability to work unsocial working hours (including night times, weekends and public holidays).