Strategic QA Lead - Front Door Excellence

Staffordshire County Council; Stone; On-site; GBP 52,000 - 56,000; Full time

Benefits offered by this job

Disability Confident employer

Guaranteed interview if eligible

Armed Forces employer

Job summary

Staffordshire County Council’s Integrated Front Door is seeking a Quality Assurance Lead to shape how we respond to children and families at first contact. You will lead audits of contacts, referrals and decision‑making, aligning insights with improvement activity and inspection readiness.

You will provide line management and professional oversight for the Performance & Contact Centre Analyst, oversee quality and performance across the contact centre, and support multi‑agency information

Qualifications

• have substantial experience of working in children and families services.
• have social work qualification, alongside significant post-qualifying experience in a senior or advanced social worker role - ideally to include experience of managing, supervising or supporting staff
• have experience in reflective decision making, a sound knowledge of Staffordshire’s processes, internal and commissioned services, and professional external agencies.
• be flexible with working hours as there will be occasions where evening work may be needed
• bring a desire to support children and families to give them the right support, at the right time with the aim of keeping families together where it’s safe to do so
• be passionate, enthusiastic and enjoy working in a dynamic and fast paced environment.
• have experience of handling and presenting complex data to a range of audiences, and significant experience of auditing and quality assurance across a range of settings.

Responsibilities

• Support the team to undertake regular audits of contacts, referrals and decision‑making within the Integrated Front Door. Align performance insight with audit findings, thematic learning, improvement activity and inspection readiness.
• Provide line management, supervision and professional oversight to the Performance & Contact Centre Analyst, ensuring that performance reporting, data analysis and service intelligence support quality assurance, operational grip and service improvement.
• Hold strategic oversight of quality and performance arrangements within the contact centre function, ensuring that service quality, consistency, resilience and improvement activity are maintained.
• Support the effectiveness of multi‑agency working, through information sharing, auditing, analysis and joint decision‑making within the SFIFD.
• Monitor consistency in the application of local thresholds and pathways across agencies. Identify trends, themes and risks to inform service improvement and demand management and training needs.
• Support the development of clear reports, briefings and assurance updates for senior managers, safeguarding partnerships and governance boards. Contribute to the continuous development of SFIFD policies, procedures and tools.
• Support inspection readiness (e.g. Ofsted), including evidence gathering related to SFIFD effectiveness and learning from feedback and improvement.

Skills

Children and families services

Social work background

Auditing and QA experience

Data reporting

Staff supervision

Decision making

Multi‑agency collaboration

Education

Social work qualification

Job description

Staffordshire County Council’s Integrated Front Door is seeking a Quality Assurance Lead to shape how we respond to children and families at first contact. You will lead audits of contacts, referrals and decision‑making, aligning insights with improvement activity and inspection readiness.

You will provide line management and professional oversight for the Performance & Contact Centre Analyst, oversee quality and performance across the contact centre, and support multi‑agency information