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Head of Quality

5 months ago

Auckland City, New Zealand Cohesion Consulting Full time

Socially responsible business helping Kiwi communities
- Service sector
- City fringe location

This leading New Zealand healthcare organisation, brings together a range of national helplines, to deliver 24/7 support through registered nurses and other clinical specialists, online, and over the phone. It's a fresh, connected approach to healthcare that's helping Kiwis across the country.

**The Role | Tūranga**

Critical to the success of the business is an experienced Head of Quality, a knowledge expert, responsible for maintaining quality standards and working with management and staff across the organisation to ensure quality practice is ingrained throughout the business and quality assurance processes are managed and documented appropriately.

**Responsibilities| Ngā haepapa**

Using the actual experience of service users and analysis of call centre quality metrics from the Data and Insights team, the Head of Quality will ensure the services provided are meeting expectations and standards, recommending and implementing changes/improvements where necessary.

More specifically the Quality Manager is responsible for:

- Implementing and supporting process improvement and quality management programmes across all services, working collaboratively with business and clinical Leads
- Supporting analysis of performance metrics related to operational performance, service quality, service user and customer feedback and supporting the ongoing development and embedding of improvements
- Supporting the ongoing accreditation and quality certification process through maintenance of quality documentation, and an effective internal audit system that will improve quality and consistency of service for our service users
- Ensuring internal and external audit non-conformances are highlighted effectively, and identifying, implementing and tracking opportunities for continuous improvement
- Preparing regular reports for governance committees on risks, trends, audit outcomes and quality improvements
- Ensuring appropriate quality tools, systems and processes are available to all employees and supporting effective reporting of feedback, incidents and continuous improvement of systems and services
- Managing and developing a high-performing Quality team that is focused on supporting the business to improve service delivery.

**Your background |**
**Ōu pūkenga**
- Five plus years’ senior experience in Quality management
- Experience working with ISO standards
- Healthcare sector or a clinical background beneficial
- Experience in audit and investigation
- Competent user of Quality systems
- Proven experience writing reports and quality documentation
- Experience managing a team of internal audit/quality staff.

**Your personal attributes | Āhuatanga whaiaro**
- Continuous improvement approach
- Focused on safety and service user experience
- Strong interpersonal and communication skills with an ability to influence and persuade others in a positive and constructive way
- Pragmatic approach to ensuring the business adheres to quality systems and procedures
- Experience in holding confident coaching, behaviour and performance conversations
- Ability to analyse and track information, and identify trends

Your focus on best practice and a commitment to continuous improvement of the quality management of this business, will set the bar for quality practice across the organisation, as a whole.

For further information please contact Cohesion, Rachel McNaughton 0277 333 819 or Nicci Rawlence 021 621 712.