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About the Role

The Quality Assurance Manager is a blended leadership role combining strategic quality assurance, performance oversight, service management, and practice development. The role focuses on leading the development and delivery of a strong quality assurance framework across support services, ensuring practice, performance, and service delivery are safe, effective, person-centred, and aligned with standards. The postholder will also be connected to frontline delivery through service management and practice development, particularly within Housing First and complex-needs services. This role is ideal for someone who enjoys combining strategic oversight, data insight, operational leadership, and the development of high-quality, trauma-informed support practice.

Responsibilities

Lead the quality assurance function across support services, coordinating audits, quality checks, case file reviews, service reviews, and improvement plans.
Turn findings into practical actions that strengthen safety, consistency, resident experience, safeguarding, support planning, and trauma-informed practice.
Work with managers to embed learning, monitor progress, and evidence improvement against internal and external standards.
Monitor performance against contractual, regulatory, and organisational standards, including service outcomes, compliance requirements, safeguarding expectations, and commissioner reporting.
Identify risks, gaps, trends, and good practice, escalating concerns and supporting corrective action.
Produce clear, evidence-based reports and briefings for senior leaders, governance meetings, commissioners, and external stakeholders.
Use performance, safeguarding, complaints, incidents, resident feedback, outcomes, and quality data to identify service strengths, pressures, and improvement priorities.
Maintain and improve reporting systems, including InForm, ensuring information accuracy, consistency, and usefulness.
Analyse patterns, support decision-making, and make practical recommendations to improve quality, accountability, and resident outcomes.
Act as QA Manager lead for information retrieval relating to STAIRs requests, including triaging scope, gathering internal and contractor records, coordinating redaction, and drafting responses within regulatory timeframes.
Provide hands-on support management across frontline services, including Housing First improvement activity, Hope Street and St Mungo’s contracts, team rota management, and the Support Manager on-call rota.
Support managers and teams to manage risk, strengthen case accountability and recording, and deliver consistent, high-quality support to residents with complex needs.
Embed person-centred, trauma-informed, and psychologically informed practice across support services.
Develop practical tools, guidance, quality forums, workshops, and reflective learning to help staff apply policy, improve support planning, strengthen safeguarding, and promote consistent resident-centred practice.
Strengthen resident engagement, feedback, and involvement so resident experience informs service design, quality assurance, learning, and improvement.
Line manage agreed roles, including the Impact Specialist and Resident Engagement Specialist, supporting clear objectives, accountability, development, and collaborative working across services.
Attend key directorate, management, planning, quality, and performance meetings.
Work flexibly across organisational priorities.
Undertake other reasonable duties within the scope of the role.

Requirements

Experience delivering quality frameworks, audits, case file reviews, standards, and improvement plans that strengthen safe, consistent, person-centred, and trauma-informed practice.
Ability to lead improvement activity, influence managers, and turn findings into sustained service change.
Ability to monitor contractual, regulatory, and organisational standards.
Ability to identify risks, gaps, trends, and good practice.
Ability to produce clear reports for leaders, governance forums, and commissioners.
Strong analytical skills and confidence using performance, safeguarding, complaints, incidents, outcomes, and resident feedback data to identify patterns, support decisions, and improve services.
Experience using resident feedback, consultation, or involvement activity to inform quality assurance, service design, and improvement, including through InForm or similar systems.
Understanding of confidentiality, record handling, and information governance.
Ability to triage STAIRs requests, gather internal/contractor records, support redaction, and draft timely responses.
Experience supporting people experiencing homelessness or rough sleeping with complex needs.
Ability to support managers, manage risk, strengthen recording, and embed person-centred, trauma-informed, psychologically informed, and anti-discriminatory practice.
Sound knowledge of adult safeguarding, risk assessment, MARAC processes, and safe information sharing with vulnerable adults.
Strong written, verbal, and facilitation skills.
Commitment to compassion, collaboration, inclusion, and growth.

Skills

Quality assurance
Performance oversight
Service management
Practice development
Data analysis
Auditing
Case file reviews
Improvement planning
Reporting
Risk management
Information governance
Safeguarding
Trauma-informed practice
Person-centred practice
Psychologically informed practice
Communication
Facilitation
Collaboration
InForm system usage

Location

Work Type

Full-time

Experience Level

Managerial experience

About the Company

An organisation committed to compassion, collaboration, inclusion, growth, learning, and resident voice.
Focuses on strengthening resident outcomes and services for residents and staff.

Equal Opportunity

Appointment is subject to DBS check and right to work in the UK.