Quality Assurance Officer

Location - Beccles, SuffolkHours - Full-time and permanentSalary - £26,500Do you believe exceptional customer service is at the heart of quality care? Are you confident handling sensitive concerns with compassion, clarity, and professionalism?Home Support Matters are looking for a Quality Assurance Officer to champion service excellence by supporting our Quality & Development Lead in monitoring compliance and delivering best-in-class customer and employee experiences. You'll play a critical role in ensuring we meet, and exceed, regulatory standards, with a strong focus on the quality auditing process and on managing complaints, incidents, and safeguarding concerns in a way that strengthens trust, transparency, and continuous improvement.The Role at a GlanceAs a Quality Assurance Officer, ensure care and support documentation are accurate, compliant, and reflective of the high standards we promise. The role holder will lead the way in managing and resolving customer concerns, complaints, incidents, accidents, and safeguarding matters, ensuring every interaction is handled with empathy, efficiency, and accountability.Your work will directly influence the customer experience, reinforcing a culture of openness, safety, and respect.This role holds escalation duties, which attract additional regular payments to the salary mentioned above.Please note, this role is office-based.Key ResponsibilitiesMonitor and review documentation to ensure regulatory compliance (CQC and social care legislation) is adhered toManage complaints, concerns, and incidents with a strong customer service ethos, ensuring clear communication, thorough investigation, and timely resolutionHandle safeguarding and accident reports sensitively and professionally, working in line with policy and legal requirementsMaintain and deliver scheduled audits, using findings to drive meaningful service improvementsCollaborate with the senior management team to identify trends and embed lessons learnedPrepare reports and contribute to regulatory submissions and inspectionsSupport a culture of continuous learning, improvement, and service excellenceWhat You'll BringProven experience in quality assurance, compliance, or customer care within the health or social care sectorA customer-first mindset, with strong communication and problem-solving skillsConfidence in managing sensitive situations with discretion, empathy, and professionalismKnowledge of CQC standards, safeguarding, and relevant social care legislationMeticulous attention to detail and strong documentation skillsAbility to work independently and collaboratively in a dynamic environmentNice to HaveQualification in Health & Social Care or Quality AssuranceFamiliarity with digital care systems or audit toolsExperience supporting CQC inspections or local authority reviewsCustomer service experienceWhy Work with Home Support Matters?Be part of an organisation where every voice is valuedMake a direct impact on the wellbeing and experience of customers andemployeesAccess professional development and training opportunitiesJoin a supportive, passionate, and quality-driven teamWhat You'll ReceiveBlue Light Card - Access exclusive discounts for you and your familyComprehensive Paid Induction - 6 days of training (Beccles, 9-5), including shadowing and a funded Care CertificateOngoing Training & Development - To support your growth and progressionCareer Progression - Clear pathways and support to gain further qualificationsFree Branded Uniform & PPE - Provided for your safety and professionalismCompany Mobile Phone - For work-related dutiesHoliday Pay & Pension - Paid time off and retirement supportMileage Pay - 42p per mile24/7 Counselling Line - Because your wellbeing mattersYour Care GP Online ServicesRefer a Friend Bonus - Earn £100 for every successful referralSupportive Work Culture - Inclusive and team-focused environmentApply TodayIf you're ready to take the next step in your care career and make a real difference in the lives of people receiving support at home, apply now to join the friendly and dedicated team at Home Support Matters.PLEASE NOTE: Sponsorship is not available for this role.