Quality Assurance Officer

7 months ago

Wakefield, United Kingdom Lotus Home Care Full time

**Quality Assurance Officer**

**Responsible to: Head of Quality and Compliance**

**Location: Wakefield**

**Key Purpose of A pivotal role helping to ensure QA element of services are safe and the Job Role: compliant in line with regulatory and contractual**

**requirements in order to achieve outstanding ratings and outcomes for the people we support**

**Key responsibilities**
- Conduct audits and report on the outcomes, following through recommendations for continuous improvement
- Assist in maintaining standards to support good practice across services
- Conducting quality assurance audits on a daily, weekly, monthly basis in all of our branches under the direction of the Head of Quality and Compliance or as and when required in response to any concerns about standards
- Formulating trends and themes analysis reports and delivering to Head of Quality
- Provide monthly reports on audits undertaken, key themes and action plans
- Escalating non-compliance appropriately and quickly both verbally and in writing by way of succinct and clear reports to the Head of Quality and Compliance
- Support good governance and continuous improvement across the organisation
- Recognise good and outstanding practices and work collaboratively with local branches to evidence this and share across all Lotus branches
- Working in partnership with operational managers and carers to ensure best practice is adhered to, and report any shortfalls where observed
- Support with the evidence of good practice for CQC/ other inspection processes
- Highlighting and reporting any safeguarding issues, concerns or complaints that you may come across as part of your auditing and monitoring responsibilities and actioning concerns-Attend meetings as required to present audit findings
- Update the Head of Quality and Compliance and/or Directors on progress towards actions taken to address issues in under performing branches
- Adhering to confidentiality in respect of the people we support, their families and colleagues
- Uphold the Lotus Home Care values at all times
- Take a flexible approach to working hours and duties, travelling to any one of the branches and staying away from home as and when required to meet the business needs
- Carry out any other reasonable duties to meet the business needs

**Person Specification**

**Qualifications**

NVQ level 2 in Customer Service or

NVQ level 2 in IT

**Essential skills/experience/attributes**
- Experience of working in Customer service
- Experience of quality assurance and/or audit processes in a care environment, preferably domiciliary care
- Experience and knowledge of CQC regulations and single assessment framework and how these translate to service delivery
- Ability to influence change and achieve results
- Ability to guide operations managers how to evidence compliance with the five key lines of enquiry and regulations
- Good knowledge of key research and best practice guidance
- High level of effective communication skills and ability to work with colleagues and other key stakeholders to achieve results
- Good understanding of GDPR and data protection
- Exceptional problem-solving skills
- Ability to be creative and think ‘outside the box’ to find solutions to problems
- Ability and confidence to challenge poor practice in a constructive way
- Excellent teamwork skills
- Excellent report writing/literacy skills
- Working to tight deadlines and heavy caseloads
- Flexibility of approach to job role and working hours to meet business needs
- Verbal and written communication skills, including having the ability to tailor communication to different ‘audiences’
- Excellent organisational skills - ability to plan ahead, meet deadlines and factor in the unexpected
- Good working knowledge of information technology systems, preferably Careplanner, PASS, Google Docs/Sheets/Forms

**Job Types**: Full-time, Permanent

Pay: £22,000.00 per year

**Benefits**:

- Company pension

Schedule:

- Monday to Friday

Application question(s):

- Are are a driver with your own car?
- Have you Quality Assurance experience within the Care Sector?

Work Location: On the road

Reference ID: QA1

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