Quality Assurance and Compliance Officer

We are seeking a Quality Assurance and Compliance Officer to help implement and deliver our quality assurance and control frameworks, ensuring compliance with key regulators while driving continuous improvement and excellence across our services. The post holder will play a key role in supporting the implementation and monitoring of Outward's quality management system by conducting internal audits, working with operational teams, and ensuring that our services uphold the highest standards of quality, safety, and regulatory compliance. You will also contribute to continuous improvement initiatives, data collection, and the upkeep of policies and procedures, ensuring that the lives of those we support are enhanced through quality and performance improvement activities.,

• Assist in carrying out routine internal audits and spot checks to ensure compliance with Outward's quality assurance framework and external regulatory standards (CQC, Housing Ombudsman, ICO, HSE, etc.).
• Assist in collecting and analysing data related to Key Performance Indicators (KPIs), safeguarding, complaints, and other quality metrics to inform continuous improvement strategies.
• Support the complaints process by ensuring concerns are logged, tracked, and addressed in line with organisational and regulatory procedures, and ensure learning outcomes from complaints are incorporated into future service improvements.
• Work closely with the Quality Manager to ensure that health and safety protocols, as well as data protection requirements, are followed and regularly reviewed to maintain up-to-date compliance across the organisation.
• Assist in ensuring all policies and procedures are current, accessible via the organisation's internal management system, aligned with best practices, and effectively communicated to relevant teams.
• Help develop and implement action plans aimed at service improvement based on audit findings and stakeholder feedback, ensuring timely execution and monitoring of the action plans.
• Assist in conducting surveys and gathering feedback from the people we support and their families, contributing to the organisation's service review process, and using feedback data to inform quality improvement initiatives.
• Work closely with the Quality Manager to produce accurate and relevant data and analysis reports from databases and care and support systems for the Health & Safety committee, executive team, and the Board.
• Assist in gathering and analysing data for the completion of KPI reports, annual reports, and ad hoc reports, ensuring the data is presented in a clear and actionable format for senior management and external bodies.
• Assist in the delivery of training workshops for managers and frontline staff regarding processes and management systems created and/or monitored by the quality team, such as complaints procedure, incident reporting, service performance workbooks, and rotas, ensuring training materials are up-to-date and tailored to meet team needs.
• This job description does not reflect an exhaustive list of the requirements of the post. You are expected to undertake any other reasonable duties as decided by your line manager.
  
  The successful applicant will demonstrate strong communication, organisational, and presentation skills, alongside expertise in data analysis and reporting.
  
  Outward (Housing) is a vibrant and inclusive charity providing care, supported housing, respite breaks and community support services to more than 450 people with learning disabilities, autism or other support needs due to age, circumstance or disability. We have been operating successfully for over 45 years, are part of the Newlon Group and work predominantly across North and East London.
We employ more than 400 people, provide services in 9 London boroughs and work with many community volunteers who support our charitable activities. We believe every person should have the opportunity to be valued, active and contributing participants in local communities; living the life they choose and breaking down barriers they face, by support which engages, enables and empowers people towards further independence.

We value everything our staff do for the people we support, so we provide a great benefits package such as:
• Flexible working hours that will give you the work life balance that is right for you
• Up to 25 days annual leave plus bank holidays (pro rata for part time)
• Computing Scheme
• Credit Union Scheme
• Cycle-to-Work Scheme
• Death in Service Benefit
• Health Assured - Employee Assistance Programme
• Blue Light Card
• Eye care Vouchers
• Flu Jab Reimbursement
• Long Service Awards
• Pension Scheme
• Purchase Additional Annual Leave
• Refer-a-Friend Scheme
• Retirements
• Loans (including season tickets and parking permit loans)