Support Quality Assurance Officer job description
Location: Hybrid - working from home / based at Hagley House, B16 8LA
Hours: 20 hours per week, Monday, Wednesday & Friday/ Saturday
Salary: Annual salary £13,218.40
Contract Type: Permanent part time contract
Reports to: Service Manager / Senior Leadership Team
About Pegasus Supported Housing
Pegasus Supported Housing is a values-led established provider committed to providing high-quality supported accommodation with meaningful support to vulnerable adults. across Birmingham and the Midlands. We support vulnerable adults to live safely and independently while maintaining strong partnerships with local authorities and external agencies.
We work to ensure clarity, accountability, and consistency across our services. Our approach is built around strong governance, clear processes, and a supportive culture that enables our teams to deliver high-quality outcomes for residents while meeting regulatory and contractual requirements.
Purpose of the Role:
The Support Quality Assurance Officer is responsible for auditing, and assuring the quality of recorded evidence of support delivered within the supported housing service. The role focuses on ensuring that all support records are accurate, comprehensive, outcome-focused, and compliant with organisational standards, Supported Exempt Accommodation (SEA) expectations, and contractual requirements.
Through structured quality reviews, the postholder will identify strengths, gaps, and themes in recorded practice and provide clear, constructive, and developmental feedback to Life Skills Coaches. This feedback is intended to support continuous improvement in the recording and evidencing of support and to highlight areas where practical delivery may require strengthening.
The Support Quality Assurance Officer does not hold line management or performance management responsibility. Findings and insights from quality assurance activity are fed into the Service Manager, who retains accountability for team performance, KPIs, and formal improvement actions, and into the Senior Life Skills Coach, who supports staff with improving the practical delivery of support.
The role plays a key part in strengthening the link between support delivery, recorded evidence, and positive outcomes for service users, contributing to a culture of learning, accountability, and high-quality practice across the service.
Key Responsibilities and Duties:
Quality Assurance and Audit
- Conduct regular and systematic audits of daily support notes, support plans, risk assessments, progression of goals and related documentation to assess the quality, accuracy, and completeness of recorded evidence of support delivered.
- Assess recorded support in line with organisational quality frameworks, standards, and criteria, ensuring consistency, fairness, and transparency in all assessments.
- Ensure that recorded evidence clearly demonstrates support delivered, service user engagement, outcomes achieved, and follow-up actions.
- Monitor compliance with internal policies, regulatory requirements, contractual obligations, and best practice standards relating to support recording.
Feedback and Improvement
- Provide timely, clear, and constructive written feedback to Life Skills Coaches following audits, highlighting strengths, areas for improvement, and specific actions to strengthen recording quality.
- Identify where gaps in recorded evidence may indicate risks or weaknesses in practical delivery and communicate these themes clearly to the Service Manager and Senior Life Skills Coach for follow-up support.
- Support a learning-focused culture by ensuring feedback is developmental, consistent, and proportionate, with a clear focus on improving evidence quality rather than performance management.
Quality Insight and Reporting
- Identify trends, recurring issues, and examples of good practice across teams and services through audit activity.
- Produce regular quality assurance reports and summaries for the Service Manager, highlighting key risks, strengths, compliance levels, and priority improvement areas.
- Contribute quality data and insight to support KPI monitoring, service reviews, and continuous improvement planning.
Collaboration and Governance
- Work closely with the Service Manager to ensure quality assurance findings inform performance oversight, KPI management, and service improvement planning.
- Work in partnership with the Senior Life Skills Coach to ensure audit feedback is translated into practical improvements in support delivery where required.
- Maintain clear professional boundaries, recognising that line management, performance management, and direct coaching responsibilities sit with the Service Manager and Senior Life Skills Coach respectively.
Standards, Systems, and Continuous Improvement
- Support the ongoing development and refinement of quality standards, audit tools, grading frameworks, and recording guidance.
- Promote consistency in recording practices across the service by contributing to guidance, templates, and quality expectations.
- Maintain accurate records of audit activity and outcomes to support internal assurance, external inspections, and commissioning requirements.
Professional Practice
- Handle all information in line with data protection, confidentiality, and safeguarding requirements.
- Act with professionalism, objectivity, and integrity when reviewing and grading recorded evidence.
- Keep up to date with relevant legislation, regulatory guidance, and best practice relating to supported housing, support delivery, and quality assurance.
Person Specification Essential:
Essential Criteria
Experience
- Experience of working within supported housing, social care, housing support, or a related support service.
- Demonstrable experience of reviewing, auditing, or quality-assuring written records, case notes, or support documentation.
- Experience of working with quality standards, frameworks, or grading criteria.
- Experience of providing clear, constructive written feedback to staff or colleagues.
- Understanding of the importance of accurate, outcome-focused recording in evidencing support delivered.
Knowledge and Skills
- Strong understanding of good-quality support recording, including evidencing engagement, actions taken, outcomes, and follow-up.
- Ability to assess written records objectively, consistently, and against defined standards.
- Excellent written communication skills, with the ability to provide clear, balanced, and developmental feedback.
- Strong attention to detail and ability to identify gaps, inconsistencies, and risks within written evidence.
- Ability to identify themes, trends, and learning points across multiple records.
- Good understanding of safeguarding, confidentiality, and data protection in a support services context.
- Competent IT skills, including the use of case management systems and Microsoft Office or equivalent.
Personal Attributes
- Methodical, organised, and able to manage audit workloads effectively.
- Fair, objective, and professional in approach.
- Confident in providing challenge in a constructive and respectful manner.
- Able to work collaboratively with managers and practitioners while maintaining clear role boundaries.
- Committed to continuous improvement and high standards of practice.
Desirable Criteria
Experience
- Previous experience in a quality assurance, audit, compliance, or governance role within supported housing or social care.
- Experience of contributing to service improvement plans, quality reports, or inspection preparation.
- Experience of working with regulators, commissioners, or external audits.
Knowledge and Skills
- Knowledge of relevant regulatory frameworks (e.g. CQC, Regulator of Social Housing, or local commissioning requirements).
- Experience of developing or refining recording templates, audit tools, or quality frameworks.
- Understanding of outcome-based support models and person-centred practice.
- Ability to present quality findings and themes clearly to managers or senior staff.
Qualifications
- A relevant qualification in health and social care, housing, quality assurance, or a related field.
- Training in quality assurance, auditing, or compliance.
Values and Behaviours
- Commitment to equality, diversity, and inclusion.
- Demonstrates integrity, accountability, and respect for others.
- Approaches quality assurance as a learning and improvement process rather than a punitive one.
- Maintains professional curiosity and a reflective approach to practice.
Join Pegasus Supported Housing
If you are a values driven people professional who wants to use your skills to support a meaningful cause, we would love to hear from you.
Job Types: Part-time, Permanent
Pay: From £13,218.40 per year
Benefits:
- Additional leave
- Flexitime
- On-site parking
- Work from home
Work Location: Hybrid remote in Birmingham B16 8LA
