DSA Quality Manager

We are looking for an experienced Quality Manager to join the DSA contract to play a key role in the drive for continuous improvement across the contract. Looking at quality from all aspects you will work with stakeholders to identify areas for improvement and then put in place projects to ensure that we continue to be at the cutting edge of this business.

You will be responsible for owning & developing the Quality Management & Assurance Framework for Capita DSA and engaging the stakeholders with the process to get the buy in and join us on the journey. We are looking for someone proficient in managing the quality of multiple service lines with a demonstrable ability to analyse data, make informed strategic decisions & lead the implementation of improvement plans.

This role is home based however there is expected travel to client sites which will be fully expensed.

Job title:

DSA Quality Manager

Job Description:

What you’ll be doing:

• Be the owner of and escalation point for DSA Quality, responsible for monitoring, maintaining, and reporting on quality performance across multiple service lines
• Have a full understanding of the importance of achieving internal and external service levels in order to eliminate reputational impact, improve customer satisfaction and reduce customer complaints/escalations
• Design & implement effective quality management processes/controls to ensure DSA operates effectively to demonstrate that Capita are providing products and services which match the required quality standards
• Support the production/ratification of monthly Performance Dashboards & client reporting literature/collateral to support holistic reporting of the end-to-end service delivery via a balanced scorecard approach
• Conduct root cause analysis on complaint/feedback trends, ensuring lessons learned are captured & corrective actions agreed & implemented via the Senior Management Team (SMT)
• Work closely with peer team members (SMT) to support all service lines in the management of quality, specifically our Supplier Manager to embed a quality framework across supply chain partners to ensure standardised quality management procedures are followed by all
• Maintain records of all quality assurance activities, identified issues, remediation plans and adherence to required service standards such as being a Disability Confident employer, maintaining a rigorous training regime
• Work with our data and insight team to design, collate and deliver insights to meet the necessary requirements to drive an evidence-based approach to quality management, developing effective Training Needs Analysis (TNA) reporting, deploying resource to support coaching through personal improvement plans implemented to address any development/improvement opportunities
• Lead continuous improvement of quality by designing & managing an auditable Quality Improvement Plan (QIP), presented to the client each quarter to demonstrate activity both delivered, in flight & planned

What we’re looking for:

• You will be a proactive and self-sufficient leader, with line management, coaching & performance management experience
• Proficient in setting clear direction, embracing excellent communication, swift and data-driven decision making underpinned by values-based leadership
• Demonstrable planning, leadership, motivational and organisational skills
• Ability to work in a high-pressure environment, managing detailed operational deliverables, meeting targets and business plans
• Proven track record of building and developing teams
• Ability to develop and deliver presentations to direct reports and stakeholders
• Strong analytical skills – familiar with MS Office, particularly Excel/Word and PowerPoint

About Government Services

For more than 30 years Capita has been working across the public and private sectors, solving the complex challenges of our clients, increasing productivity, enhancing their use of technology and data, improving customer and public services and adding value to the UK and local economies.

Capita is committed to the local government sector and is the market leader in the delivery of Planning Resilience Services to Local Authority clients. We have worked with over 100 Local Authority clients nationwide, and have an outstanding track record of providing Development Management & Planning Policy and Consultancy services.

What’s in it for you?

• A salary of £45,000
• Primarily home based role with some expensed travel to client sites
• 23 days’ holiday (rising to 27) with the opportunity to buy extra leave
• company matched pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more
• voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology
• the opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
• access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform