Quality Assurance Officer

Metropolitan Thames Valley; London; Hybrid; GBP 40,000; Full time

Job summary

Join a forward-thinking organization as a Quality Assurance Officer, where you'll lead quality initiatives and ensure compliance with regulatory standards. In this hybrid role, you'll conduct assessments, engage with stakeholders, and drive improvements across services. Enjoy a supportive environment that values diversity and offers extensive benefits, including generous leave, enhanced pension contributions, and opportunities for career progression. This role is perfect for those passionate about quality assurance and committed to making a difference in social care.

Benefits

28 days annual leave plus 8 bank holidays

2 volunteering days per year

Enhanced pension with matched contributions

Life assurance cover 3 x your salary

Cycle2work scheme

Health cash plan scheme

Career progression opportunities

Employee Assistance Programme

Qualifications

• Proven experience in leading quality assurance initiatives in customer services.
• Familiarity with CQC quality standards and Local Authority contracts.

Responsibilities

• Conduct planned visits to assess service quality and provide reports.
• Review internal audits and support Service Improvement Plans.

Skills

Analytical Skills

Problem-Solving Skills

Communication Skills

Interpersonal Skills

Presentation Skills

Job description

This Role: Quality Assurance Officer known internally as a "Quality Assurance Auditor"

Location: Hatton Garden, London, EC1N 8JS

Salary Banding: £39,783 based on a 37.5hr working week - Hybrid based.

MTVH conducts an annual review of salaries for colleagues. The salary displayed does not reflect any agreements reached during our 2025 review.

Permanent full-time role

Here at MTVH we are committed to delivering exceptional service to our customers, ensuring that we prioritise quality and effectiveness so that our services meet and exceed regulatory requirements. We are currently seeking a dedicated and experienced Quality Assurance Officer (Social Care) to join our team and spearhead our comprehensive quality assurance system.

Due to our business demands you will need to have a flexible & adaptable approach to your working day. This hybrid role will see you managing your own daily diary and schedule.

This role will require some amounts of travel across our locations (both offices, services and estates)

Key Responsibilities and Outcomes:

Conduct Planned Visits:

• Undertake planned visits across the geographical patch to assess the quality and value of services, providing clear and timely reports on the outcome of the service visits.
• Ensure that quality assurance meets contractual and regulatory requirements.
• Travel frequently within the designated area, occasionally requiring overnight stays.

Quality Assurance and Compliance:

• Review feedback from internal audits/visits and self-assessment processes to assess service quality and influence improvements.
• Ensure that quality assurance meets contractual and regulatory requirements.
• To support the business in developing Service Improvement Plans (SIPs) that will meet Quality Assurance standards.
• Delivery of workshops and presentations in areas of Quality and Compliance

Stakeholder Management:

• Build strong, effective, and positive partnerships with internal and external stakeholders, colleagues, and Managers.
• Active engagement in meetings relating to Quality and compliance e.g. Risk meeting and SIP Reviews

Performance and Risk Reporting:

• Assist in the development, delivery, and reporting on performance and risk.
• Take appropriate action to ensure compliance with quality standards, contractual obligations, and regulatory frameworks.

Compliance Monitoring Systems:

• Develop effective compliance monitoring systems to record quality assurance practices, action plans, and remedial.
• To identify trends and improvement areas across tenue and contract type.

Best Practice Advisory:

• Signpost and advise on best practice methodology to enhance service delivery.

Coordination of Quality Assurance Activity:

• Co-ordinate quality assurance activities in line with regulatory bodies, local, and national initiatives.
• Ensure the delivery of best practices in service delivery.

Requirements:

• Proven experience in leading quality assurance initiatives within a customer services environment.
• Familiarity with CQC quality standards and Local Authority commissioned contracts
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Strong presentation delivery skills
• Ability to travel frequently and occasionally stay overnight.

To meet our commitment to providing safe, high-quality services to our customers we will complete an enhanced background check with the Disclosure and Barring service. A new check will be performed every three years.

Please note :- we do not currently offer visa sponsorship.

What’s in it for you?

Our benefits include:-

• 28 days annual leave plus 8 bank holidays (pro rata for part time) per year
• 2 volunteering days per year for things like helping out in local communities
• An additional ‘Beliefs day’ once a year to have an extra a day off
• Supported family friendly approach with extended parental leave
• Enhanced pension with matched contributions of up to 9%
• Option to buy or sell up to 5 days annual leave per year
• Life assurance cover 3 x your salary
• Cycle2work scheme
• Hybrid Working - Dependent on job role and department
• Health cash plan scheme for your everyday healthcare needs which you can add your family members too
• Tenancy deposit – interest free loan to help with rental deposits and season Ticket loan
• Access to extensive learning and training opportunities with Wisebox platform
• Colleague virtual social platform with our workplace pages where you can keep up to date with the organisational activity and link in with colleagues
• Career progression across the organisation with our mentoring/coaching programmes, apprenticeships and career planning support
• Employee Assistance Programme- We are committed to the wellbeing of our colleagues and support this as an organisation

About us

We are committed to developing and implementing or maintaining sustainability initiatives to reduce environmental impact and promote sustainable practices within MTVH.

Learn more about our benefits and organisation by viewing our attached document

Our promise

Here at Metropolitan Thames Valley Housing (MTVH) we want to capture the value that difference brings and are committed to promoting equality, diversity and inclusion. We work collaboratively ‘Serving people better every day’ to educate, support and develop all of our diverse employees and the communities that we serve. We are also part of the disability confident employer scheme.

We want every employee and every customer to feel comfortable enough to be their true self and are working tirelessly in the background to create an environment that encourages our employees to challenge non-inclusive behaviours and to be mindful of their own and other’s wellbeing.

We provide a platform of Network groups for employees to share views, tell us what we’re doing well and recommend improvements. We want to create a real sense of community and a workforce who feel that their opinions are valued. Our Networks groups are:-

• Gender
• Ethnicity
• LGBTQ+
• Disability

Our core values of Dare, Care and Collaborate demonstrate that we are a people focused business, solving social issues by working together!

We reserve the right to close this vacancy early if a suitable candidate is found so we do encourage you to complete the application as soon as possible to avoid disappointment.