Compliance, Quality & Improvement (CQI) Manager/Lead
1 day ago
Manchester
Salary: DOE + Performance Related Bonus Contract Type: Permanent – Office Based Reports To: General Manager About Us We are a passionate, purpose-driven organisation dedicated to upskilling and supporting professionals who work with vulnerable children and adults within the children looked after and care sectors. Our mission is to empower care professionals with the confidence, competence, and compassion to deliver outstanding care — transforming the lives of those they support. As Compliance, Quality & Improvement (CQI) Manager/Lead, you will play a pivotal role in ensuring compliance, quality assurance, and continuous improvement across all operational functions, promoting excellence, consistency, and accountability at every level. The Role The CQI Manager/Lead ensures that quality, governance, and improvement practices are consistently applied and continuously enhanced across the organisation. This role is responsible for maintaining compliance with company standards, embedding robust quality assurance frameworks, and driving continuous improvement initiatives that promote excellence, accountability, and consistency across all departments. The role will initially focus on compliance and quality across all departments — ensuring that each area operates in alignment with organisational policies, frameworks, and performance expectations — before expanding to lead broader continuous improvement initiatives company-wide. Ensuring consistent compliance is critical to the success of this role. The CQI Manager/Lead will design and embed standardised compliance frameworks, conduct regular audits, and establish clear accountability structures to ensure every department consistently meets organisational, legal, and regulatory obligations. By aligning processes, reporting, and behaviours with company standards, the postholder will strengthen governance, reduce risk, and drive a culture of continuous compliance and quality excellence across the organisation. Key Responsibilities Compliance & Governance • Monitor and verify completion of key management deliverables (e.g. 1:1s, performance reviews, team meetings, departmental reports) across all departments., • Conduct regular internal audits and compliance checks across operational areas, including Customer Experience, Finance, Business Development, Course Creation, and Marketing & Social Media., • Ensure adherence to company policies, frameworks, and statutory or regulatory standards., • Maintain accurate documentation, evidence, and audit trails., • Identify risks, non-conformities, or gaps and coordinate timely corrective and preventive actions (CAPA)., • Support preparation for internal and external audits, ensuring readiness and full compliance., • Promote a culture of accountability, transparency, and continuous compliance. Quality Assurance • Design, implement, and embed a Quality Assurance Framework across all departments., • Develop QA criteria, scorecards, and structured feedback systems to evaluate service quality, accuracy, and professionalism., • Conduct regular evaluations of customer and stakeholder interactions, ensuring alignment with organisational standards and values., • Provide clear, actionable feedback to drive improvement and consistency., • Produce QA reports that highlight performance trends, strengths, and development needs., • Partner with department heads to expand QA methodologies organisation-wide. Coaching & Performance Management Calibration • Partner with HR and leaders to ensure consistent application of performance management and coaching practices., • Lead calibration sessions to align performance expectations, standards, and ratings across teams., • Analyse performance data to ensure fairness, balance, and alignment with organisational goals., • Support leadership capability through mentoring, feedback, and best-practice sharing. Continuous Improvement (CI) • Apply CI methodologies (Lean, Six Sigma, or similar) to streamline processes, reduce waste, and enhance quality., • Lead cross-functional process mapping and improvement initiatives., • Conduct root cause analyses of recurring issues and implement sustainable solutions., • Champion a culture of continuous learning and improvement, empowering teams to identify and own improvement opportunities. Reporting & Insights • Develop and maintain dashboards and performance monitoring tools for compliance, QA, and CI metrics., • Produce regular reports summarising findings, performance trends, and improvement actions., • Present insights and recommendations to senior leadership to drive strategic decisions and operational excellence. Key Performance Indicators (KPI’s) • % completion and quality of management deliverables., • QA performance scores across departments., • Number, scope, and impact of CI initiatives implemented., • Reduction in compliance gaps and repeat issues., • Improvement in calibration consistency and management accountability. What We’re Looking For • 5+ years’ experience in compliance roles., • Strong understanding of governance, operational performance, and business process improvement., • Proficiency in data analysis, reporting, and performance tracking tools. Desirable Experience • Experience in the education, training, or care sectors., • Proven experience implementing QA or CI frameworks across multiple departments., • Continuous Improvement qualification (Lean/Six Sigma Green Belt or equivalent). Skills & Attributes • Highly organised with exceptional attention to detail., • Excellent analytical and problem-solving skills., • Strong interpersonal and communication abilities — able to influence and challenge constructively., • Confident collaborating across departments and engaging with all levels of the organisation., • Integrity and discretion in managing confidential information., • Passion for quality, compliance, and driving improvement., • Proactive, collaborative, and accountable, with a strong sense of ownership. What We Offer • Impactful Work: Play a key role in shaping compliance, quality, and performance within a purpose-led organisation., • Professional Growth: Ownership of a brand new department and the opportunity to leave a lasting impact., • Competitive Package: Excellent base salary (DOE), 33 days paid holiday, and performance related bonus., • Supportive Culture: Work within a collaborative, purpose-driven organisation with shared values of care, quality, and excellence.