Senior Quality Assurance Business Partner

Job Description

Introduction Be part of something great Maximus is a global organisation that specialises in providing health and employment services to millions of people every year. Here in the UK we employ around 5,000 people across the country to deliver services that have a profound impact on peoples lives.From assessments and health services to employability programmes and specialist support, we do work that matters with people who care.Job Summary Support the Head of Quality, Safety and Risk Management in the development, ongoing maintenance and execution of Quality Assurance across MAXIMUS UK Services to deliver the highest and consistent quality services across all activities. The leadership and management of Quality Assurance Business Partners to execute segregated quality assurance visits across MAXIMUS UK Services and subcontract sites, through the review and testing of the adequacy and effectiveness of processes and internalcontrols intended to manage risks to contract delivery. Facilitate and manage the design or redesign of business processes to improve operational efficiency. Managing multiple projects or initiatives at one time, leading on and working with wider project teams as required to support assurance and process review. Facilitate, lead and manage the customer feedback process ensuring complaints, comments and concerns are being dealt with by operational and subcontractor management in accordance with the customer complaints/feedback process; facilitating high quality responsesand a thorough analysis of customer complaints, identifying potential problem areas and implementing necessary changes to reducing volume of complaints. Develop, lead and manage the maintenance of a Safeguarding & Prevent Strategy, ensuring the business meets both legislative and good practice guidance in relation to Safeguarding & Prevent business wide. Acting as Central point of expertise/advice for MAXIMUS UK Services Ltd, equipping and supporting colleagues to have the skills/competence and confidence to deal with the Safeguarding needs of participantsThe salary range for the role is:London - £47,000-£57,000paNon London - £40,000- £48,000paEssential Job Duties Conducting internal segregated assurance visits across appropriate sites and business support centres as directed by the Senior Quality Assurance Business Partner. Testing and escalation of key areas of risk to the business. Producing Internal Assurance reports highlighting areas of risk and agreed actions for improvement. Conducting Quality Assurance reviews with Operational Business Management/Supply Chain Management to review ongoing action planning for improvement. Expediting Improvement Plans/Corrective Actions in respect of internal and external assurance findings and escalation if not actioned Facilitate operational self-assessment and summary reports, supporting operational teams to put in place appropriate improvement activity. Working with commissioning body audit teams to support external review and audit, as required Conduct assurance activity to support the maintenance and achievement of accreditations Creation of appropriate standard operating procedures, process guides, minimum service levels and desk aids. Contractual guidance reviews, updates and change control/update of SOPs/guidance ensuring full integration of all process and linkage to best practices. Determining critical root cause analysis to drive change to improve the current process environment. Working with wider project teams as required to support assurance and process review New contract implementationcontract specification review, compilation of SOPs/guidance, quality MI/KPIs, assurance criteria and schedule, documentation archiving, quality assurance training and project management support. Facilitate the implementation and management of the business customer feedback process ensuring complaints, comments and concerns are being dealt with by operational and subcontractor management in accordance with the customer complaints/feedback process Supporting the execution of document management, version control, archiving storage and retrieval process for MAXIMUS UK Services documentation. Delivering quality assurance training as and when requested. Undertaking site support visits, as agreed with Senior Quality Assurance Business Partner, Business Management/Supply Chain Management. Attending business management meetings and subcontractor/partnership meetings, as and when required. Carrying out investigatory work, as and when requested by the Senior Quality Assurance Business Partner. Acting at all times within the company policies and procedures. Complying with the MAXIMUS security practice to ensure customer data is always dealt with in a confidential and secure way, and our obligations around this are maintained Carrying out all duties in a safe and proper manner in accordance with the companys Health & Safety Policy. Dealing with any other tasks, as and when required, appropriate to the position and situation. Being able and willing to travel distances as directed to support MAXIUS UK Services businesses across all contracts and geography as required.Education and Experience Requirements Qualifications and/or Experience Experienced Quality Manager or Manager with a background ino Process Design o Auditingo Continuous Improvement Track record of managing teams to deliver high performance Previous experience of:o Performing design or redesign of business processes to improve operational efficiency.o External audit and inspection requirements related to ISO9001, DWP PAT Inspection Framework, or Ofsted o Conduct auditing activity to support the maintenance and achievement of accreditations such as Matrix, IIP and Merlin Individual competencies Strong leadership and interpersonal skills, specifically around listening, questioning and building relationships Excellent communication skills with the ability to communicate effectively with:o Peers, senior management and the team as a whole to adapt workloads in a changing environmento Participant or customer concerns Influencing and negotiation skills that promote understanding, commitment and action. Strong written communication skills with the ability to produce clear accurate reports, statistics and documentation Accuracy and an eye for detail essential Ability to prioritise tasks effectively and distil complex requirements into simple protocols Planning and organising skills. Ability to analyse information and trends, draw conclusions and develop action plans