Total 4 Manager level Quality Assurance / Control job vacancies in Epsom, KT18 7EG

Job Title: Head of Quality
Location: Home based with regular national travel
Salary: £65000. Plus £5000 car allowance
Hours: Full time, Monday to Friday 9-5
Requirement for frequent travel and overnight stays.
Closing date: 03/05/2024

Life at Prestige:

People are at the very heart of Prestige, and we want to make life better for them. As a Head of Quality, you'll grow and develop in an exciting business that puts people at the centre of everything we do.

We offer a supportive working environment with lots of potential for learning and development and a friendly, agile and flexible working culture.

Prestige Nursing & Care has provided home care for over 75 years and we have 30 local offices in England and Scotland. Our aim is to lead the care industry by providing high quality, personalised and specialist services to our clients.

Purpose of the job:

At Prestige Nursing & Care we pride ourselves on our ability to provide specialist Homecare Services for individuals of all ages living within their own homes. We are committed to ensuring each individual receives a person centred, professional service through our local teams of professional carers and registered nurses. The Head of Quality will play a crucial role in driving continuous improvement through audit and data analysis, and by making recommendations for improvement in response to trend and theme reviews as part of the internal quality assurance framework. This leadership position requires a deep understanding of the Homecare and Complex care market within the challenging adult and children's social care landscape. A strategic leader with the ability to influence and drive change through an evidence-based approach is required to ensure our operational teams are empowered to drive and maintain improved client outcomes and exceed expectations in person centred care delivery. The successful candidate will demonstrate the ability to safeguard the company against risk through internal audit and quality markers, analysis of incidents and robust quality improvement planning which demonstrates improvements in care outcomes which are clearly measured.

Responsibilities:

• Lead the quality and compliance team in the delivery of the internal quality assurance framework.
• Ensure that any changes to the regulatory requirements of CQC, GDPR, SSSC and Care Inspectorate are
  quickly and accurately reflected in changes to systems and processes.
• Act as an expert advisor and lead on improvement activity; supporting operational leadership teams in
  identifying and learning from areas of good practice and offering target advice and support where practice
  requires improvement.
• Provide detailed and evidence-based quality reviews of service delivery against internal and external quality
  standards, providing recommendations and constructive feedback for improvement at both local and
  provider level.
• Lead the collection, analysis, interpretation and dissemination of all audit and quality assurance management
  information to a wide-ranging audience including senior leadership and branch teams.
• Work in partnership with the Head of Risk Management to identify and respond to business risk.
• Ensure that high standards are met across the business and that care is delivered in line with CQC/CI
  regulations, and other statutory and legislative requirements.
• Ensure policies and procedures are reviewed and implemented in line with legislation and best practice
  guidelines.
• Act as the ISO lead for the business effectively working with external partners to maintain ISO 9001
  accreditation.
• Act as the point of contact for managing Data Subject Access Request in line with GDPR requirements.
• Act as the Caldicott Guardian for the business.
• Develop, enhance and maintain the complaints process to ensure complaints are managed effectively.
• Support the planning, delivery and roll out of electronic care planning.
• Ensure systems and processes are standardised and provide robust data for review of service delivery and
  continuous improvement.
• Work in partnership with the Head of Nursing to develop and chair the Clinical Governance Committee.
• Work in partnership with the Head of Risk Management and Head of Nursing to develop and execute effective
  incident management reviews; cascading learning across the branch network.
• Act as a point of contact and representative for Prestige Nursing and Care at quality forums both internally
  and externally.
• Work collaboratively with operations and I.T teams to review systems and processed to support safe and
  efficient care delivery.

Accountabilities:

• Ensure a safety through learning culture is established and maintained throughout the business.
• Ensure branches maintain an internal audit rating of meeting expectations as a minimum requirement.
• Ensure all branches drive continuous improvement through the development and implementation of action
  plans following audit activity.
• Cascade learning from audit activity, regulatory inspections and trends and themes analysis; clearly defining
  and capturing improved client outcomes and service delivery.
• Maintain ISO accreditation.

Person Specification:

Essential

• At least 5 years quality management experience within Homecare and a track record in senior quality and
  compliance management.
• Experience of multi-site quality and compliance coverage.
• A proven track record in leadership and motivation of staff with demonstrable understanding of and
  commitment to achieving company objectives.
• Excellent understanding of regulatory frameworks and compliance requirements such as CQC, CI, Health and
  Social Care Act, DoLS/LPS, Mental Capacity Act and other relevant legislation and sector best practice
• Exceptional leadership, communication, and interpersonal skills.
• Auditing skills
• Ability to develop and implement quality measures and standards.
• Demonstrated ability to drive strategic quality initiatives and manage change effectively.
• Ability to analyse and interpret complex data sets, providing evidence based reports.
• Computer literate with Microsoft Office packages, especially Word and Excel.
• Ability to travel and stay overnight when required.

Desirable

• Educated to degree level.
• Operational experience within Homecare and/or Complex Care

Competencies & Behaviours:

• Communicating effectively.
• Building successful relationships.
• Driving for results.
• Exhibiting an empathetic approach.
• Self assurance.

What we offer:

• A competitive salary
• 28 days annual leave (includes Bank Holidays) increasing every year by 1 to the maximum of 33 days over 5 years' service.
• An additional day off for your Birthday
• Blue Light Card
• Refer with the Care Friends mobile app and earn extra money
• Cycle to Work scheme for our Head Office, Regional and Branch staff
• Long Service Awards
• Workplace Pension
• Employee assistance programme (EAP) - confidential phone line and online support and resources available to you and your loved ones 24/7
• A range of Family Friendly Benefits - designed to offer you more support, flexibility, and additional time off when you most need it.
• Annual leave purchase (ALP) scheme
• Supportive working environment with ongoing learning and development opportunities.
• A friendly, agile and flexible working culture
• A range of Family Friendly Benefits - designed to offer you more support, flexibility, and additional time off when you most need it.
• Annual leave purchase (ALP) scheme

Please note:

In line with CQC & Care Inspectorate regulations, we require and will undertake Enhanced DBS/PVG, Right to Work, Reference and Employment History checks in line with Government guidelines for this role and safer recruitment best practice.

Whilst we endeavour to keep the recruitment process as short as possible, due to the nature of these important checks there may be extension to timelines.

All our clients are equally entitled to have their needs met in a safe, fair and balanced way. Prestige Nursing & Care colleagues are responsible for promoting Equal Opportunities for all and for challenging any behaviour or practice which discriminates against any client or colleague on the grounds of race, religion, disability, age, gender, sexual orientation, identity or any other perceived difference.

We reserve the right to close this position early.

#INDHP24

Senior Quality Assurance Manager - Business Services

Hybrid/Epsom | Business Services | Permanent | Full-Time: 37.5 hours

Competitive salary, depending on experience

Nuffield Health is the charity that's building a healthier nation, one day at a time. From award-winning hospitals and leisure facilities to flagship community programmes - we'll do whatever it takes to look after the UK's wellbeing. It starts with passion and commitment to quality. It starts with you.

The Senior Quality Assurance Manager plays a pivotal role in ensuring the highest standards of overall quality within Business Services. They will set the standards, drive awareness and calibration, and ultimately assure that the work of our broader teams within Business Services reflects those standards. They will lead a team of Quality Analysts that will cover the full scope of all customer contact work spanning all current and future channels. They will set up mechanisms for governance and review that will ensure that our teams are compliant with all regulatory requirements and ensure clear guidelines and templates for customer engagement are created.

As our Senior Quality Assurance Manager, you will:

• Define, develop, and maintain quality standards for customer interactions, both verbal and written, within Business Services. Regularly reviewing and updating the processes and guidelines to align with industry best practices and evolving customer needs.

• Drive adherence to established quality standards by providing ongoing feedback, coaching, and training to Business Services teams.

• Manage a team of 3 Quality Assurance Analysts, providing guidance, support, and mentoring. Ensuring a positive and collaborative team culture that emphasizes continuous improvement and a commitment to excellence.

• Collaborate with the Quality Assurance team to analyse and evaluate customer interactions, identifying areas for improvement, and providing actionable insights and recommendations to Business Services leadership and relevant stakeholders to enhance customer experiences.

• Consult with Training and Development teams to design and deliver targeted training programs for front line Business Service teams, focused on improving quality and customer service skills. Where appropriate, upskilling teams to positively impact overall performance and implement initiatives accordingly.

• Develop and maintain performance metrics to assess the effectiveness of quality assurance efforts and track improvements over time. Preparing regular reports and presentations for management, showcasing trends, improvements, and areas requiring attention.

The work of the quality team will cover all forms of interactional quality, be it service quality over the phone, written communication over emails or chat channels, tone of voices across assisted and unassisted AI channels, and the impact on customer experience across all customer contact channels. They will use insight to drive changes within Business Services to ensure our services are always improving and that we are able to highlight areas that require change within and outside of Business Services to enable our colleagues to deliver to the best of their abilities.

Helping you feel good.

We want you to love coming to work, feeling healthy, happy and valued. That's why we've developed a benefits package with you in mind. From free private healthcare to gym membership, a cycle to work scheme and more. At Nuffield Health, we take care of what's important to you.

Join Nuffield Health and create the future you want, today.

If you like what you see, why not start your application now? We consider applications as we receive them and reserve the right to close adverts early (for example, where we have received an unprecedented high volume of applications). So, it's a good idea to apply right away to ensure you're considered for this role.

It starts with you.

Proud member of the Disability Confident employer scheme

Senior Quality Assurance Manager - Business Services

Hybrid/Epsom - minimum 2 days per week | Business Services | Permanent | Full-Time: 37.5 hours

Competitive salary, depending on experience

Nuffield Health is the charity that's building a healthier nation, one day at a time. From award-winning hospitals and leisure facilities to flagship community programmes - we'll do whatever it takes to look after the UK's wellbeing. It starts with passion and commitment to quality. It starts with you.

The Senior Quality Assurance Manager plays a pivotal role in ensuring the highest standards of overall quality within Business Services. They will set the standards, drive awareness and calibration, and ultimately assure that the work of our broader teams within Business Services reflects those standards. They will lead a team of Quality Analysts that will cover the full scope of all customer contact work spanning all current and future channels. They will set up mechanisms for governance and review that will ensure that our teams are compliant with all regulatory requirements and ensure clear guidelines and templates for customer engagement are created.

As our Senior Quality Assurance Manager, you will:

• Define, develop, and maintain quality standards for customer interactions, both verbal and written, within Business Services. Regularly reviewing and updating the processes and guidelines to align with industry best practices and evolving customer needs.

• Drive adherence to established quality standards by providing ongoing feedback, coaching, and training to Business Services teams.

• Manage a team of 3 Quality Assurance Analysts, providing guidance, support, and mentoring. Ensuring a positive and collaborative team culture that emphasizes continuous improvement and a commitment to excellence.

• Collaborate with the Quality Assurance team to analyse and evaluate customer interactions, identifying areas for improvement, and providing actionable insights and recommendations to Business Services leadership and relevant stakeholders to enhance customer experiences.

• Consult with Training and Development teams to design and deliver targeted training programs for front line Business Service teams, focused on improving quality and customer service skills. Where appropriate, upskilling teams to positively impact overall performance and implement initiatives accordingly.

• Develop and maintain performance metrics to assess the effectiveness of quality assurance efforts and track improvements over time. Preparing regular reports and presentations for management, showcasing trends, improvements, and areas requiring attention.

The work of the quality team will cover all forms of interactional quality, be it service quality over the phone, written communication over emails or chat channels, tone of voices across assisted and unassisted AI channels, and the impact on customer experience across all customer contact channels. They will use insight to drive changes within Business Services to ensure our services are always improving and that we are able to highlight areas that require change within and outside of Business Services to enable our colleagues to deliver to the best of their abilities.

Helping you feel good.

We want you to love coming to work, feeling healthy, happy and valued. That's why we've developed a benefits package with you in mind. From free private healthcare to gym membership, a cycle to work scheme and more. At Nuffield Health, we take care of what's important to you.

Join Nuffield Health and create the future you want, today.

If you like what you see, why not start your application now? We consider applications as we receive them and reserve the right to close adverts early (for example, where we have received an unprecedented high volume of applications). So, it's a good idea to apply right away to ensure you're considered for this role.

It starts with you.

Proud member of the Disability Confident employer scheme

Senior Quality Assurance Manager

Hybrid/Epsom | Business Services | Permanent | Full-Time: 37.5 hours

Competitive salary, depending on experience

Nuffield Health is the charity that's building a healthier nation, one day at a time. From award-winning hospitals and leisure facilities to flagship community programmes - we'll do whatever it takes to look after the UK's wellbeing. It starts with passion and commitment to quality. It starts with you.

The Senior Quality Assurance Manager plays a pivotal role in ensuring the highest standards of overall quality within Business Services. They will set the standards, drive awareness and calibration, and ultimately assure that the work of our broader teams within Business Services reflects those standards. They will lead a team of Quality Analysts that will cover the full scope of all customer contact work spanning all current and future channels. They will set up mechanisms for governance and review that will ensure that our teams are compliant with all regulatory requirements and ensure clear guidelines and templates for customer engagement are created.

As our Senior Quality Assurance Manager, you will:

• Define, develop, and maintain quality standards for customer interactions, both verbal and written, within Business Services. Regularly reviewing and updating the processes and guidelines to align with industry best practices and evolving customer needs.

• Drive adherence to established quality standards by providing ongoing feedback, coaching, and training to Business Services teams.

• Manage a team of 3 Quality Assurance Analysts, providing guidance, support, and mentoring. Ensuring a positive and collaborative team culture that emphasizes continuous improvement and a commitment to excellence.

• Collaborate with the Quality Assurance team to analyse and evaluate customer interactions, identifying areas for improvement, and providing actionable insights and recommendations to Business Services leadership and relevant stakeholders to enhance customer experiences.

• Consult with Training and Development teams to design and deliver targeted training programs for front line Business Service teams, focused on improving quality and customer service skills. Where appropriate, upskilling teams to positively impact overall performance and implement initiatives accordingly.

• Develop and maintain performance metrics to assess the effectiveness of quality assurance efforts and track improvements over time. Preparing regular reports and presentations for management, showcasing trends, improvements, and areas requiring attention.

The work of the quality team will cover all forms of interactional quality, be it service quality over the phone, written communication over emails or chat channels, tone of voices across assisted and unassisted AI channels, and the impact on customer experience across all customer contact channels. They will use insight to drive changes within Business Services to ensure our services are always improving and that we are able to highlight areas that require change within and outside of Business Services to enable our colleagues to deliver to the best of their abilities.

Helping you feel good.

We want you to love coming to work, feeling healthy, happy and valued. That's why we've developed a benefits package with you in mind. From free private healthcare to gym membership, a cycle to work scheme and more. At Nuffield Health, we take care of what's important to you.

Join Nuffield Health and create the future you want, today.

If you like what you see, why not start your application now? We consider applications as we receive them and reserve the right to close adverts early (for example, where we have received an unprecedented high volume of applications). So, it's a good idea to apply right away to ensure you're considered for this role.

It starts with you.

Proud member of the Disability Confident employer scheme