Quality Manager

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

(This is an internal opportunity only and is not open to candidates outside of Medserv)

About the role

The Quality Manager will establish and lead a consistent, practical quality management approach across Medserv in line with priorities agreed with the CFO. The role is responsible for translating compliance requirements, service standards, client needs and internal policies into clear controls, with measurable quality outcomes, and sustained operational improvement.

Working closely with Operations, Finance, Commercial and Technology, the Quality Manager will provide independent oversight of quality performance, identify recurring causes of failure, and support managers to embed corrective actions. The emphasis is not only on assurance, but on preventing rework, strengthening service delivery, and improving the experience of clients and operational teams.

The purpose of the function is not simply to report performance, but to improve it. The role will help leadership answer four fundamental questions:

• What is happening?
• Why is it happening?
• What should we do about it?
• Did our actions deliver the intended outcome?

What you'll be doing

Quality framework and governance

• Design and maintain a proportionate quality management framework across Medserv’s operations, setting standards, controls, review cycles, and clear ownership for critical processes.
• Maintain the quality policy, quality calendar, governance forums, and escalation routes.
• Ensure quality requirements, including client service levels and contractual obligations, are reflected in procedures, training materials and change initiatives.
• Ensure quality reviews handle patient, client and insurer data in line with GDPR and Meserv’s data protection requirements.

Quality assurance and monitoring

• Run a risk-based quality assurance programme with consistent sampling, testing and review methods, documented evidence, and clear acceptance criteria.
• Monitor rejected and pended contacts, claim exceptions, hospital and insurer feedback, errors, rework and complaints to identify operational leakage.
• Coordinate internal quality reviews and support client, external and regulatory audits.

Root-cause analysis and corrective action

• Lead structured root-cause analysis using process mapping and cause-and-effect methods, focusing on underlying causes and control weaknesses rather than symptoms.
• Maintain the corrective and preventive action (CAPA) register, with named owners, due dates, evidence, and effectiveness of checks.
• Analyse trends across complaints, incidents, audit findings and service failures to identify systemic issues.
• Escalate overdue or ineffective actions and material quality risks to senior management.

Quality reporting and insight

• Define the quality KPI suite, thresholds and common definitions, working with the Business Insights Analyst and Technology colleagues to improve data quality, reporting reliability and automation.
• Produce regular dashboards and concise commentary for senior management on trends, root causes, risks and decisions required.
• Quantify the operational, client, and financial impact of quality failures and rework to prioritise improvement and confirm that benefits are delivered and sustained.

Continuous improvement and quality culture

• Partner with operational managers to turn findings into practical process, training and control improvements.
• Build quality capability through coaching, calibration sessions and targeted guidance, and share lessons learned across teams and locations.
• Support change programmes by defining quality requirements, testing readiness, and monitoring outcomes after implementation.

What we are looking for

We welcome applications from internal colleagues. Formal quality experience is not essential: a strong understanding of how Medserv works, sound judgement and a commitment to improvement are equally valued, and Medserv will support the successful candidate development where needed. Experience in any of the following would be an advantage:

• Working knowledge of Medserv’s services, systems and end-to-end billing, claims or collections processes.
• Experience in quality, audit, compliance, or checking role, or reviewing work against defined standards.
• Involvement in process improvement, change or problem-solving initiatives, whether formal projects or day-to-day improvements.
• Leading, training, or coaching colleagues.
• Comfort working with data to spot trends and explain what they mean.
• Healthcare, insurance, financial services or another regulated, high-volume environment.
• Quality or improvement of qualifications such as Lean Six Sigma or ISO 9001, or willingness to work towards them.
• Confident communication and the ability to challenge constructively at all levels.

What does success look like?

Build KPI dashboard, foster a right first-time approach, demonstrate reductions in repeat issues and rework, reduce client complaints, strengthen automation and data quality, and publish quality improvement plans.

Ready to Apply?

The closing date for applications is the 8th of November 2026.

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