Quality Improvement & Governance Lead

Medserv; Haywards Heath; Hybrid; GBP 70,000 - 95,000; Full time

Job summary

Medserv seeks a Quality Manager to establish a pragmatic quality framework across its operations, translating compliance, service standards and client needs into clear controls with measurable outcomes.

You will work closely with Operations, Finance, Commercial and Technology to provide independent oversight, identify recurring failures and support managers to embed corrective actions, aiming to reduce rework and improve client experience.

Qualifications

• Strong understanding of Medserv’s services and processes.
• Experience in quality, audit, compliance or checking against defined standards.
• Ability to lead coaching and training colleagues.
• Comfort working with data to spot trends and explain what they mean.
• Experience in a regulated, high-volume environment is advantageous.

Responsibilities

• Design and maintain a proportionate quality management framework across Medserv’s operations, with standards, controls, review cycles and clear ownership.
• Maintain the quality policy, calendar, governance forums and escalation routes.
• Ensure quality requirements are reflected in procedures, training materials and change initiatives.
• Lead risk-based quality assurance with documented evidence and clear acceptance criteria.
• Coordinate internal quality reviews and support audits by clients, external bodies and regulators.
• Define quality KPI suite and dashboards with the Business Insights Analyst and Technology colleagues.
• Quantify impact of quality failures and drive sustained improvements.

Skills

Stakeholder communication

Quality management

Process improvement

Data-driven decision making

Risk assessment

Education

Lean Six Sigma

ISO 9001 knowledge

Tools

Quality management software

Job description

Medserv seeks a Quality Manager to establish a pragmatic quality framework across its operations, translating compliance, service standards and client needs into clear controls with measurable outcomes.

You will work closely with Operations, Finance, Commercial and Technology to provide independent oversight, identify recurring failures and support managers to embed corrective actions, aiming to reduce rework and improve client experience.