Quality Assurance and Training Coordinator

465797 Quality Assurance and Training Coordinator

Maritime and Coastguard Agency

Apply before 11:55 pm on Monday 6th July 2026

📍 Location: Southampton (This role is suitable for hybrid working)

💷 Salary: £30,485 – A Civil Service Pension with an employer contribution of 28.97%

🕘️ Contract Type: Permanent – Flexible working, Full-time, Job share, Part-time

🏆️ Available Positions: 1

The Maritime and Coastguard Agency (MCA) is seeking a Quality Assurance and Training Coordinator to join the Seafarer Operations team which is part of the UK Customer Maritime Services (UKCMS) Directorate, within the MCA’s regulatory function. UKCMS is committed to delivering high-quality services to customers and stakeholders through operational efficiency, data-driven insight, and continuous improvement. Customer feedback underpins decision-making, ensuring services remain aligned to the needs of people, the environment, and the wider maritime sector. The customer operations team is made of The Registry of Shipping and Seaman based in Cardiff and the Seafarer Operations team based in Southampton.

As a Quality Assurance and Training Coordinator, you will support the Quality Assurance & Training Manager to deliver high-quality services within Seafarer Operations, ensuring customer needs and MCA standards are met. You will design and deliver training, onboarding, and quality initiatives, analyse performance to identify improvements, and work collaboratively to promote continuous development and a customer-focused culture aligned with business objectives.

Top Responsibilities

Supporting onboarding of new starters through personalised induction plans and integration into the wider business.
Delivering and coordinating training programmes to build multi-skilled teams and maintain service quality.
Creating and implementing training and coaching plans to develop team capability and performance.
Monitoring performance against MCA Service Standards and driving improvement through coaching and feedback.
Reviewing call quality and customer correspondence, providing constructive feedback to advisors and managers.
Designing and maintaining training materials, systems knowledge and skills matrices aligned to business needs.
Analysing customer service performance data and feedback to identify trends and drive continuous improvement.
Collaborating with managers and colleagues to influence processes, support operational delivery, and ensure consistency across the department

Benefits

Employer pension contribution of 28.97% of your salary. Read more about Civil Service Pensions here
25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave).
8 Bank Holidays plus an additional Privilege Day to mark the King’s birthday.
Access to the staff discount portal.
Excellent career development opportunities and the potential to undertake professional qualifications relevant to your role paid for by the department, such as CIPD, Prince2, apprenticeships, etc.
Joining a diverse and inclusive workforce with a range of staff communities to support all our colleagues.
24-hour Employee Assistance Programme providing free confidential help and advice for staff.
Flexible working options where we encourage a great work-life balance.

About You

To be successful in this role you will need to have the following experience:

Ability to support the creation of training plans and training initiatives to support and improve compliance across the team utilising a variety of training resources and media.
Coaching staff to reach their quality targets and KPIs.
As a self-motivated individual you will excel at delivering structured feedback as well as building rapport with the Customer Service providers.

How to Apply

👉 Read the full description and apply here: https://bit.ly/4eCUyhW

This vacancy closes at 23:55 on Monday 6^th July 2026