Governance and Quality Assurance Lead

The Governance & QA Lead will oversee the Quality Assurance team and lead the development, implementation, and maintenance of the Quality Management Framework across Teladoc Health UK. This role is key to ensuring high standards across the patient journey, driving continuous improvement, and upholding formal and informal QA processes and policies that underpin our highest regulatory and clinical standards., Lead the governance agenda, ensuring compliance with the governance framework and relevant regulations (e.g. CQC, ICO, GDPR). Maintain and enhance governance structures, policies, and internal audit processes to support sound decision-making and risk management. - Monitor organisational performance against governance standards, identify risks, and implement mitigation strategies with stakeholders. - Support the Head of Clinical Operations & Governance with standards, performance, and learning innovation across all external assessments, including CQC and regulatory reviews. - Promote a culture of risk-based thinking and evidence-based decision-making, - Oversee development and management of systems covering: - Risk and incident management Data subject access and erasure requests - Complaints, compliments, and patient surveys - Governance documentation and client requests - Internal audits and follow-up actions Quality Assurance

• Lead and manage the QA team, setting clear performance goals aligned with organisational OKRs.
• Develop, implement, and continuously refine Teladoc Health UK's QA processes and operating model.
• Foster a culture of continuous improvement, learning, and high performance to enhance the patient and client experience.
• Oversee serious incident, complaint, and feedback management, ensuring timely resolution and learning.
• Work with the Data Team to deliver high-quality, insight-driven reports that support decision-making.
• Serve as the central point of contact for all QA activities, providing timely responses to internal and external enquiries.
• Support accreditations and certifications (e.g. ISO) and ensure compliance with applicable standards.
• Champion a patient-centred culture that reflects Teladoc's CARE values.
• Represent Teladoc Health UK professionally with clients, patients, and external partners.
• Engage in professional development and carry out any additional duties appropriate to the role.
  
  We are particularly keen to hear from candidates with direct experience of Care Quality Commission (CQC) standards - either as former CQC inspectors or those who have led policy and compliance at an 'Outstanding' rated provider. A meticulous approach to documentation and internal governance is essential, as is the ability to embed quality practices across a complex, high-performing healthcare organisation., Proven experience in quality assurance and governance within the healthcare sector
• Strong knowledge of CQC, ICO, GDPR, and healthcare regulatory standards
• Direct experience managing or supporting CQC inspections or leading compliance at an 'Outstanding' provider
• Skilled in managing and investigating risk, incidents, and complaints
• Excellent attention to detail with a methodical, proactive approach to policy and documentation
• Strong analytical and problem-solving skills
• Confident leadership and stakeholder management across senior levels
• Outstanding written and verbal communication skills
• Able to plan effectively, manage competing priorities, and work independently
Desirable Attributes
• Track record of implementing innovative service improvements
• Effective collaboration with external partners and organisations
• Empathetic and professional in interactions with patients and colleagues
• Demonstrates and upholds the company's values and behaviours
  
  Company pension contribution at the rate of 8% fully paid by Teladoc Health
• Private medical insurance
• Work from home
• Annual paid leave entitlement of 25 days plus public holidays (pro-rata)
• Employee Assistance Programme with access to free financial, legal and lifestyle, advice, as well as counselling and Mental Health support
• Extended parental leave
• Extended sick leave and pay
• Extensive Training & Development programme
• Cycle to work scheme
• Company laptop
We are also: ^ 2024-25 Great Place to Work Certified ^ Disability Employer Committed ^ Brighton & Hove Living Wage Committed Teladoc Health UK adopts a zero-tolerance approach to discrimination on any of the protected grounds in the Equality Act 2010.