Quality Assurance Officer - Wakefield, United Kingdom - Lotus Home Care

Lotus Home Care
Lotus Home Care
Verified Company
Wakefield, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

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 noncompliance 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 concernsAttend 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 problemsolving 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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