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Service Quality Specialist
3 months ago
Company: NRS Healthcare
Location: Hybrid remote with travel (Midlands and North)
Position Overview: As a Service Quality Specialist at NRS Healthcare, you will be instrumental in upholding and advancing our service quality benchmarks. Reporting directly to the Head of Quality, your role will encompass overseeing internal evaluations, audits, and ongoing enhancement initiatives. Your duties will include ensuring adherence to the Quality Standards Framework (QSF) and the Community Equipment Code of Practice Scheme (CECOPS), while also mentoring the team to reach elevated standards. This position provides a hybrid remote work arrangement with necessary travel for site evaluations and meetings.
Key Responsibilities:
- Perform bi-annual internal evaluations against CECOPS and QSF standards for each location and manage the resulting action plans.
- Facilitate QSF and CECOPS audits to showcase our dedication to meeting and surpassing standards.
- Maintain the service quality risk register, addressing potential issues in a timely manner.
- Assess the effectiveness of continuous improvement initiatives and offer constructive feedback.
- Engage in regional board sessions and share insights from your role.
- Analyze trends in customer service complaints and implement corrective actions.
QSF Specific Duties:
- Provide pre-assessment documentation for each site as mandated under QSF, ensuring all subcontracted elements have supporting evidence.
- Manage actions arising from QSF evaluations and offer guidance on compliance.
- Assist in mapping and maintaining header-level processes related to TEC and Wheelchair Services.
CECOPS Specific Duties:
- Submit pre-audit documentation for each site as required under CECOPS and manage the resulting action plans.
- Identify pathways to Gold/Platinum CECOPS grading for each site in collaboration with Continuous Improvement managers.
- Complete annual CECOPS health check reports.
- Assist in mapping and maintaining header-level processes related to ICES.
Ideal Candidate Profile: The ideal candidate will possess a robust background in quality management with a proven history of leading quality initiatives. Familiarity with QSF or CECOPS standards is preferred, along with exceptional communication, organizational, and problem-solving abilities. A degree in a relevant field is advantageous. This role necessitates travel for site evaluations and meetings.
Join our team at NRS Healthcare and contribute to maintaining outstanding service quality standards while enjoying the flexibility of a hybrid remote work model.
Benefits:
- 33 days annual leave inclusive of bank holidays (increasing by 1 day per year after 3 years to a maximum of 38 days)
- Comprehensive sick pay scheme
- Pension Scheme and Life Assurance
- Exclusive employee discounts, savings, and competitions
- Bike to work scheme
- Childcare Vouchers
- Free Parking
- Employee Assistance programme
