Quality Assurance Officer

Quality Assurance Officer
Walthamstow
£20 Per Hour
I am recruiting for a local authority who is looking for someone to drive a culture of continuous improvement in Housing Solutions through the analysis of reasons for service failure, better understanding of customer needs and development of standards to get it right first time across the service.
Develop a comprehensive understanding of processes, policies and procedures in order to prepare high quality and timely responses to complaints, Members enquiries, complaints (stages 1& 2) FOI and other written enquiries received in the Housing Solutions service. To monitor that the service actions are in the same path with targets and advice on improvement actions.
To deal with specialist support/advice for a defined service area, supporting the statutory reviews function, to ensure that relevant legislation, regulations and policies are complied with.
Key Accountabilities
Provide advice and make recommendations based on up to date knowledge and analysis / evaluation of information. Manage escalated or complex customer issues within the relevant area.
Contribute to the development of service plans to meet strategic business goals.
To develop a culture of continuous improvement through understanding of the root causes of casework enquiries , complaints and work with service managers to develop improvement actions.
To interrogate various information systems, liaise with relevant teams to gather the necessary information to prepare high quality responses to all enquiries and formal complaints at all stages.
To collate and prepare responses to FOI and Subject Access Requests.
To lead the development of initiatives to address recurring themes in enquiries / complaints for example alternative rehousing options.