Job Purpose
To lead, develop, and implement the agency’s quality assurance framework, ensuring the highest standards of care and compliance with regulatory, contractual, and organisational requirements. The Quality Assurance Lead is responsible for monitoring, auditing, and improving service quality, supporting continuous improvement, and fostering a culture of excellence across the agency.
Key Responsibilities
1. Quality Assurance & Compliance
Develop, implement, and maintain the agency’s quality assurance policies, procedures, and standards.
Ensure compliance with all relevant legislation, regulatory standards (e.g., CQC), and contractual obligations.
Monitor changes in legislation and best practice, updating policies and procedures as required.
Support the Registered Manager in preparing for inspections, audits, and external reviews.
2. Auditing & Monitoring
Plan and conduct regular audits of care delivery, documentation, medication administration, and health & safety.
Analyse audit findings, identify trends, and recommend corrective actions.
Monitor the implementation of action plans and ensure timely resolution of identified issues.
Maintain accurate records of audits, findings, and improvement actions.
3. Continuous Improvement
Lead quality improvement initiatives and projects across the agency.
Promote a culture of continuous improvement, learning, and innovation.
Gather and analyse feedback from clients, families, staff, and stakeholders to inform service development.
Support the investigation and resolution of complaints, incidents, and safeguarding concerns, ensuring lessons learned are embedded in practice.
4. Training & Support
Provide training, guidance, and support to staff on quality assurance, compliance, and best practice.
Support the induction and ongoing development of staff in relation to quality standards.
Facilitate sharing of good practice across the agency.
5. Reporting & Analysis
Prepare regular reports for management on quality performance, audit outcomes, and compliance status.
Track and report on key quality indicators and KPIs.
Use data and analysis to inform decision-making and strategic planning.
6. Stakeholder Engagement
Liaise with external regulators, commissioners, and partners regarding quality and compliance matters.
Represent the agency at quality forums, meetings, and inspections as required.
Build positive relationships with clients, families, and professionals to promote quality and trust.
Person Specification
Essential Qualifications & Experience
NVQ/QCF Level 3 in Health & Social Care (Level 5 desirable)
Experience in a quality assurance, compliance, or auditing role within a care or health setting
Knowledge of care sector regulations and best practice (e.g., CQC standards)
Experience in conducting audits, investigations, and quality improvement projects
Skills & Competencies
Excellent analytical and problem-solving skills
Strong organisational and project management abilities
Effective communication and interpersonal skills
Attention to detail and accuracy in record-keeping
Ability to influence, motivate, and support staff
IT literate (care management systems, MS Office)
Personal Attributes
Professional, proactive, and results-driven
High level of integrity and confidentiality
Flexible and adaptable to changing needs
Commitment to continuous improvement and learning
Key Performance Indicators (KPIs)
Audit completion and action plan implementation rates
Compliance with regulatory and contractual standards
Client and staff satisfaction scores
Number and resolution of complaints, incidents, and safeguarding concerns
Timeliness and quality of quality assurance reporting
Additional Requirements
Enhanced DBS check (or equivalent, depending on country)
Flexibility to work various shifts including evenings, weekends, and bank holidays
Full driving licence (if required for the role)
Reliable transport to travel between client visits (public transport acceptable in some areas)
Right to work in [Country/Region]
Two satisfactory references including previous employer where applicable