Job Overview
Job title: WCA Area Quality Assurance Lead
Band: 3
Location: Home-based (travel required based on business need)
Contract: Permanent
About the Role
The Health Assessment Advisory Service (HAAS) run by Serco arranges and carries out assessments for the Department for Work and Pensions (DWP). The purpose of the assessment is to understand how an illness or disability affects a person’s daily life. After the assessment, DWP decides whether the individual will receive benefits.
The Area Quality Assurance Lead (AQAL) will be accountable for clinical quality assurance and quality control activities within a defined region or specific business area and is expected to define the clinical quality improvement requirements based on data analysis and proactive engagement across the business.
Key Purpose
Partner with operations and the MI team to deliver quality assurance and quality control initiatives across a defined area of the business.
Reason for the Role
Provide accountability for quality assurance within a region, shape the strategy of Clinical Standards Leads (CSLs), manage independent audit samples, disseminate learning, and deliver audit training as needed.
Structure and Reporting Relationship
No direct line management. Dotted‑line responsibility for a group of CSLs. Reports to the Head of Clinical Assurance and Improvement and works with a regional operations manager.
Key Accountabilities
- liaise with IA to understand quality standards required by DWP
- assure adherence to Serco clinical quality assurance and governance frameworks
- deliver the clinical quality assurance programme in the operational area
- support operations in defining the quality control strategy, including clinical audit
- ensure HCPs and CSLs understand the expected quality standards
- perform clinical audit as required
- assure performance of CSLs through audit quality assurance, coaching, mentoring, and other activities
- collate local trends and report to clinical and operational leaders to drive improvement
- participate in meetings across business areas to share knowledge and best practice
- undertake assessments to maintain competency and as required by the business globally
- deliver agreed productivity and quality standards, responding positively to feedback
- display flexibility and adaptability
- understand and meet customer and client needs
- collaborate effectively to drive a performance culture
- communicate effectively, adapting style to audience, interact constructively with diverse audiences
- maintain professional demeanour in stressful interactions
Essential Technical And Professional Skills, Knowledge, And Qualifications
- extensive experience managing or leading QA/QC/improvement initiatives in a clinical setting
- skills in defining quality improvement requirements within a team
- experience working with operational and MI colleagues to define priorities
- skills presenting to a group
- knowledge of audit mechanisms within HAAS
- experience analyzing IA feedback and leading learning activities derived from it
- “Approved” status in the respective benefit stream
Registered health professional without sanction unless the sanction relates to a health condition.
Desirable Criteria Includes
- Quality‑related qualification
What We Offer
- Up to 6% contributory pension scheme
- Life insurance
- 25 days annual leave plus bank holidays, with leave purchase options
- Health and wellbeing benefits (Employee Assistance Programme, Wisdom App, Simply Health cash plans, Bupa helpline, free flu vaccines, eye tests, etc.)
- Positive, inclusive culture
- Company discounts on cinema, entertainment, shopping, mobile plans, and leisure memberships
- Engaging and enjoyable work
- Professional development with training and coaching opportunities
Our Inclusive Recruitment Commitment
- Guaranteed Interview Scheme for applicants with disabilities, veterans, and those with convictions who meet the minimum criteria
- Ban the Box pledge supporting those with unspent convictions (subject to role exemptions)
For support with your application, please contact haasrecruitment@serco.com
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