Continuous Improvement Lead

Salary: £45-50,000 DOE

Location: Coventry

Reports to: Head of Operations

Role Summary

This role will own IRARA’s quality management and continuous improvement approach for Erasmus+ sponsorship services and associated services, creating efficient, reliable and auditable processes while protecting applicants, host organisations, sponsor compliance and the DfE service outcomes.

Main duties

Quality governance and assurance

• Design and maintain the quality management framework, assessment standards, checklists, sampling methodology, calibration arrangements and defect taxonomy.
• Set the quality control plan with the Operations and Compliance leads, separating mandatory pre-decision controls from independent post-decision QA sampling.
• Direct and coach the QA Analyst; review critical findings, agree remediation owners and verify that corrective actions have worked.
• Identify systemic causes of errors, rework, missed hand-offs, avoidable contact, delayed decisions and poor customer experience.

Process improvement and change

• Map and improve the full journey from enquiries and application receipt through eligibility assessment, CoS decision, ongoing sponsor monitoring and case closure.
• Lead business process re-engineering during mobilisation so processes, controls, system requirements, work instructions and training are aligned before go-live.
• Run an improvement pipeline: identify, size, prioritise, approve, implement, measure and sustain changes with clear benefits ownership.
• Facilitate root-cause reviews, workshops, lessons learned and Lean-style waste removal; challenge unnecessary complexity without weakening compliance.
• Work with the Technology Lead, Columbus delivery team and Service Desk to turn frontline pain points into testable system, automation or knowledge-base improvements.

Stakeholder, risk and performance

• Partner with the Data & Insights Manager to translate accuracy, timeliness, productivity and complaints trends into targeted action.
• Present quality and improvement updates, emerging risks, corrective actions and realised benefits at operational governance and relevant programme forums.
• Maintain controlled standard operating procedures (SOPs), version histories, change approvals and evidence to support audit and DfE assurance.

Requirements

Essential (these will be used to decide whether to shortlist)

Experience

• Leading continuous improvement and quality assurance in regulated, compliance-led or high-volume casework services.
• Strong process mapping, root-cause analysis, change control and benefits measurement skills.

Skills

• Ability to balance faster service with proportionate controls, evidence retention and consistent decisions.
• Confident coaching analysts and influencing operations, digital and senior stakeholders.
• Strong analytical, troubleshooting and problem-solving skills.
• Strong written and verbal communication skills.
• Ability to translate requirements into practical organisational processes.
• Ability to work independently and engage confidently with senior managers, programme teams, providers and external auditors.
• Strong organisational and project management skills.

Desirable

Experience

• Public-sector contract delivery, immigration/sponsorship, education mobility or complex application processing experience.
• Shaping workflow systems, automated controls and test scenarios before launch.
• Supporting compliance, audit and assurance activities.
• Implementing automation and workflow improvements.
• Business continuity and disaster recovery planning.
• Working across multiple jurisdictions.

Education

• Lean Six Sigma or equivalent improvement qualification.

 Why Join IRARA?

We offer an opportunity to be part of a global support network, which aims to positively impact the lives of others. We have a culture and working environment that is friendly and fast paced, supporting personal growth within the organisation.

We really value our people and offer a friendly, collaborative and purpose-driven environment.

Benefits include

• Hybrid working model
• 22 days annual leave, increasing with length of service + Bank holidays + the ability to buy up to an extra 5 days a year
• Online perk scheme

How do I apply?

To apply please send your CV and covering letter to careers@irara.org, subject line: Continuous Improvement Lead

Please do not hesitate to reach out to careers@irara.org, if you have any questions or would like to discuss the opportunity in more detail.

We welcome applications from individuals with transferable skills and diverse backgrounds. We are building a diverse and inclusive workforce, which involves hiring the best people for our roles. In order to do this we’re committed to ensuring that all candidates have fair opportunities. If we can make any adjustments to ensure that the process is accessible please let us know. We are proud to support care leavers, armed forces veterans, those at risk of homelessness and are Disability Confident. Please mention it in your application if any of these apply to you. We will treat all information confidentially.

You must be eligible to work in the Uk and able to pass a security check, including a DBS.

The closing date for applications is 8am on Monday 16^th November.