Quality Control/Assurance Manager - MLS in Liverpool

Quality Control/Assurance Manager

Medical Law Services

Location- Liverpool Hybrid

Hours- Hybrid 35 hours a week, Monday to Friday 9:00am to 5:00pm

Purpose of role

The QA/QC/FI Manager leads the newly centralised Quality Assurance, Quality Control and Focused Improvement function across MLS.

The Manager is accountable for building and leading the centralised team, establishing a single methodology for assurance and control activity and coordinating focused improvement across all MLS functions. This role provides the operational architecture —Standard Operation Procedures (SOP’s), Day in the Life of (DILO)s, Week in the Life of (WILOs), coaching frameworks and audit cadences that underpins quality and compliance across the business.

This is a people leadership role with direct accountability for a team of 4–5 QA/QC/FI colleagues. The Manager operates across the Assure and Control layers on a weekly basis, supports the independent quarterly Audit led by the Legal and Excellence team, and acts as a subject matter expert and coach for process and systems compliance across MLS.

In return we offer:

• 35 hours working week
• Annual bonus scheme
• 35 days holiday a year including bank holidays and Christmas Closure, you also have an option to purchase up to 3 extra days’ holiday per year, until you long service award the 3 days after your 5^th, 7^th, and 9^th full year of employment
• Pension scheme with tax-efficient salary sacrifice option
• Life Assurance Policy
• Medicash policy to cover some dental, optical and other medical expenses
• Company sick pay
• Enhanced Maternity, Paternity and IVF schemes
• A dedicated Learning and Development team, to help support you develop and grow
• Flexible, agile working environment with a positive work-life balance
• Varied calendar of funded company social events (check out Fletchers Group on LinkedIn)
• Monthly voucher awardsfor winning nominees A genuinely supportive and friendly culture
• Ongoing training and professional development opportunities

Main Responsibilities:

Function Design & Methodology

• Establish a single, standardised QA/QC/FI methodology across all MLS functions.
• Define and document the Assure, Control and Audit frameworks, including detection and preventative methods appropriate to each function.
• Consolidate process architecture, Standard Operating Procedure (SOPs), DILOs and WILOs for MLS into a single standard, ensuring consistency and auditability.
• Develop and maintain the community of practice for QA/QC/FI across MLS, facilitating knowledge sharing, methodology development and continuous professional development.

Assure & Control (Weekly Cadence)

• Lead the weekly Assure cycle: planned and regular review of control points and business architecture compliance using a preventative method.
• Lead the weekly Control cycle: planned review of products and services against defined standards, quantifying errors and highlighting service performance.
• Ensure all QA/QC/FI activity produces clear, structured outputs — including error rates, service performance data and CI focus items using the DMAIC framework.
• Deliver in-the-moment coaching to colleagues identified through Assure activity, supporting focused improvement at the point of non-compliance.

Focused Improvement

• Coordinate Focused Improvement (FI) activity across MLS, identifying opportunities for efficiency gain, risk reduction and adoption of best practice.
• Facilitate improvement projects using DMAIC or equivalent CI methodology, working with function leads to scope, test and embed change.
• Support people/process/system change initiatives as they are initiated across MLS, providing change assurance to ensure desired outcomes are achieved and issues resolved in a timely manner.

Audit Support (Quarterly)

• Prepare the function for quarterly independent Audit activity ensuring all QA and QC methodology, outputs and records are audit-ready.
• Respond to audit findings and implement recommendations within agreed timescales, providing updates to the Head of Operations and business architecture.
• Use audit outputs to identify opportunities for improvement across the business architecture, feeding into the CI programme.

Reporting & Insight

• Produce regular management information on QA/QC/FI activity across MLS — including error rates, compliance levels, improvement activity and capacity utilisation.
• Identify and report themes and trends from assurance and control activity to the Head of Operations and relevant function leads, providing actionable insight.
• Maintain accurate records of all QA/QC/FI activity, ensuring outputs are documented, traceable and available for internal and external review.
• Contribute to the development of risk-based matrices that highlight areas of focus for the HoD and Management Team on a weekly basis.

People Leadership

• Lead, develop and performance-manage a team of 4–5 QA/QC/FI colleagues, providing clear direction, regular feedback and ongoing coaching.
• Build team capability through structured development, skills sharing and exposure to all MLS functions — reducing single points of failure and increasing cross-functional capacity.
• Create a team environment that supports talent retention, career growth and a stepping-stone to leadership positions for high-performing colleagues.
• Manage team capacity against demand, allocating resource to functions that require focus at a particular time and ensuring statistical significance of QA/QC/FI outputs is maintained.

Essential Qualifications, Skills and Experience:

• Proven experience of QA/QC frameworks in an operational or regulated environment.
• Strong working knowledge of CI methodology — DMAIC, Six Sigma, Lean or equivalent — with demonstrable experience facilitating improvement projects.
• Ability to design and implement audit, assurance and control frameworks, including both detection and preventative approaches.
• Experience leading and developing operational teams, with a track record of coaching colleagues and building capability.
• Ability to interpret MI and data, identify themes and trends, and translate findings into clear, actionable improvement plans.
• Experience of change assurance — supporting people/process/system change to ensure outcomes are achieved and issues resolved.
• Excellent stakeholder management skills, with the confidence to work across multiple functions at all levels of the business.
• Strong written and verbal communication skills — able to present complex quality data clearly to operational and senior audiences.
• Organised and methodical, able to manage multiple concurrent workstreams without losing rigour or accuracy.

Desirable Skills and Experience:

• Six Sigma Green Belt or equivalent quality/CI qualification.
• Familiarity with COLP requirements or legal services compliance frameworks.
• Exposure to Power BI or equivalent reporting and data visualisation tools.

Key Behaviours:

• Standards-driven — holds a clear view of what good looks like and is consistent in applying it across all functions and colleagues, regardless of relationship or seniority.
• Collaborative — works across MLS functions as a partner, not an inspector; builds trust with function leads to ensure QA/QC/FI is seen as enabling rather than policing.
• Decisive — makes sound, timely judgements about priorities, escalations and improvement focus, without requiring constant direction from the Head of Operations.
• Improvement-oriented — genuinely curious about what is not working and energised by fixing it; approaches non-compliance as an opportunity, not a problem to document and close.
• Accountable — takes clear ownership of the function and its outputs; does not deflect issues or wait to be asked.
• Developer of people — invests in the team; sees building capability in others as a core part of the role, not a secondary task.

We reserve the right to close this role before the date specified depending on the calibre and volume of candidates.

About Medical Law Services- MLS:

Our Medical Law Services (MLS) teams are at the forefront of delivering trusted, expert support to the personal injury and clinical negligence sector. We are committed to building lasting partnerships that help our clients navigate complex processes with confidence and ease.

We strive to redefine industry standards, leveraging our expertise, integrity, and innovation to support and deliver real value to our clients by providing a service that drives financial and operational success.

Our workplace culture is inclusive, informal, and supportive, with a strong focus on colleague wellbeing and happiness. We are proud to offer some of the best hybrid and flexible working arrangements in the industry — because we understand that balance drives performance.

We also value connection and collaboration. We create exciting opportunities for teams to come together and thrive. Whether you’re starting your career or aiming for leadership, you’ll find a clear path to progress and development here — from apprenticeships and professional qualifications to senior roles.

We reward those who help build our success and live our values. Our benefits package is designed to grow with you, offering real opportunities to share in our long-term strength. Our base pay and bonus structure is built to recognise and reward high performance.

Medical Law Services part of Fletchers Group is an inclusive employer with a diverse workforce: we welcome applications from any and all backgrounds. We’re committed to providing a culture and environment where everyone can thrive, understanding and celebrating that no colleague is the same. We’re proud of our work on the Disability Confident scheme, signed up to BITC's Race at Work charter, and working towards Henpicked's Menopause and Menstrual Friendly accreditations.

If you would like to more, please visit our website MLS – Medical Law Services