25 Defect Tracking jobs in London

We are currently partnering with a Speciality Insurance Broker to recruit Quality Assurance Manager. Reporting into the Group Head of Operations, the successful candidate will be responsible for establishing and maintaining a robust quality assurance framework across our insurance operations.

Responsibilities include but are not limited to:

• Develop and maintain a comprehensive QA framework to assess the quality and compliance of claims handling, underwriting support, and associated operational processes.
• Perform regular file reviews, audits, and deep dives into underwriting and claims activities, ensuring adherence to regulatory standards (e.g. FCA, Lloyd’s Minimum Standards) and internal procedures.
• Identify quality trends, operational risks, and root causes of process failures, providing data-driven insights to the Group Head of Operations and senior stakeholders.
• Partner with teams across Claims, Broking, Underwriting Support, Compliance, and Risk to address issues, implement improvements, and promote a strong quality culture.
• Design and deliver training and QA workshops to embed best practices and upskill operational teams.
• Produce clear and actionable QA reporting, including dashboards, audit findings, and performance metrics.
• Support internal and external audits, providing quality-related evidence and documentation as required.
• Assist in the rollout of new operational processes or systems, ensuring quality and compliance are considered at every stage.
• Promote continuous improvement and operational excellence across the business.

The ideal candidate should have:

• Significant experience in quality assurance, audit, or operations oversight.
• Strong knowledge of claims and underwriting operations, including file documentation, process flows, and regulatory requirements.
• Background working within the Lloyd’s/London Market.

• Oversee quality assurance and health & safety compliance of taxi contractors, vehicles, and the managed workforce supporting Special Needs Transport.
• Report on vehicle-related issues to the Transport Manager; performance and HR matters will be overseen by the Compliance and Quality Assurance Manager.
• Monitor contractor performance, identify service failures, and implement improvement plans in partnership with service providers.
• Investigate complaints from passengers, carers, schools, contractors, and staff - including safeguarding and RIDDOR-reportable incidents.
• Conduct on-the-spot checks to ensure contractor compliance with framework requirements (e.g., staff DBS, vehicle MOT, insurance).
• Carry out quarterly audits and compliance checks - including site visits, document reviews, and written reports on findings and recommendations.
• Identify and address potential hazards promptly; escalate serious issues to senior management.
• Support and arrange staff training (e.g., safeguarding, wheelchair securing, first aid).

• Detail-oriented with strong problem-solving skills
• Confident in dealing with sensitive matters and diverse stakeholders
• Experienced in compliance, quality assurance, or health & safety (ideally in a transport or public service environment)
• Capable of managing and improving service delivery through audit, inspection, and communication
• Committed to safeguarding and the wellbeing of vulnerable service users

• Oversee quality assurance and health & safety compliance of taxi contractors, vehicles, and the managed workforce supporting Special Needs Transport.
• Report on vehicle-related issues to the Transport Manager; performance and HR matters will be overseen by the Compliance and Quality Assurance Manager.
• Monitor contractor performance, identify service failures, and implement improvement plans in partnership with service providers.
• Investigate complaints from passengers, carers, schools, contractors, and staff - including safeguarding and RIDDOR-reportable incidents.
• Conduct on-the-spot checks to ensure contractor compliance with framework requirements (e.g., staff DBS, vehicle MOT, insurance).
• Carry out quarterly audits and compliance checks - including site visits, document reviews, and written reports on findings and recommendations.
• Identify and address potential hazards promptly; escalate serious issues to senior management.
• Support and arrange staff training (e.g., safeguarding, wheelchair securing, first aid).

• Detail-oriented with strong problem-solving skills
• Confident in dealing with sensitive matters and diverse stakeholders
• Experienced in compliance, quality assurance, or health & safety (ideally in a transport or public service environment)
• Capable of managing and improving service delivery through audit, inspection, and communication
• Committed to safeguarding and the wellbeing of vulnerable service users

Key responsibilities

Undertaking a programme of regular estate inspections and audits related to caretaking and estate facilities and ensuring that estate cleaning and maintenance techniques are performed in  accordance with best practice and procedure.

Service Delivery

1. At the direction of the Estate Services Area Manager, to inspect and monitor the estate

services within the management area including caretaking, estate lighting, horticulture,

communal repairs, waste collections, play areas, sports pitches, and garages, ensuring

the services provided are meeting the highest possible standards of safety, security,

cleanliness and overall appearance. To maintain accurate records of all inspections

completed.

2. To ensure health and safety related tasks, including fire safety inspections and fire risk

assessments actions are conducted and completed within target times and associated

records are updated on management systems.

3. Carry out programmed and ad hoc inspections relating to communal facilities and issues

on housing estates including community centres, estate noticeboards, premises

information boxes, abandoned vehicles, trees, communal utility meters etc. Take followup action as required.

4. Provide advice and guidance to caretakers, including assistance with induction and

training of caretakers to ensure that cleaning techniques are always consistent with best

practice and Health and Safety requirements.

5. Assist in the testing and training of new cleaning equipment.

6. Inspect and raise communal repairs; conduct post inspections.

7. Assist in the management of communal keys.

8. Provide information for managers to answer correspondence from residents and their

representatives, counsellors, MPs etc. on matters associated with estate services, within

target timescales.

9. Liaise with housing staff and with contractors who provide other estate services, e.g.

special cleaning, grounds maintenance, repairs, maintenance and tenancy management

to ensure services are efficiently provided.

10.Undertake inspections and audits of garages, storage sheds and communal facilities as

requested.

11.Undertake a range of regular inspections and audits of caretaker facilities as directed e.g.

repairs, stores areas, ladders, cleaning equipment and general Health and Safety

compliance.

12.To ensure that standards are consistently met through monitoring adherence to

regulatory requirements and Islingtons quality assurance specifications.

13.Undertake other duties commensurate to the grade of the post.

Additional

To have awareness and comply with safeguarding requirements, including the reporting of any concerns you have about someone who is vulnerable.

Use and assist others in the use of information technology systems to carry out duties in the most efficient and effective manner.

Achieve agreed service outcomes and personal appraisal targets, as agreed by the line manager.

Undertake training and constructively take part in meetings, supervision, seminars, and other events designed to improve communication, personal development, and services.

Carry out duties and responsibilities in accordance with the councils commitment to  customer service excellence and ensure compliance with the customer care standards.

Be committed to the Councils core values of public service, quality, equality, and empowerment and to demonstrate this commitment in the way duties are carried out.

Ensure that duties are undertaken with due regard to and compliance with the General

Data Protection Regulations and other legislation.

Carry out duties and responsibilities in accordance with the Councils Health and Safety

Policy and relevant Health and Safety legislation.

Work as a team with other colleagues to provide cover during absences, as directed by management.

Ensure a prompt, courteous and helpful response is given when dealing with residents, their representatives or outside agencies seeking assistance or when initiating contact.

Perform any other reasonable, minor, and non-re-occurring duties, appropriate to the post.

At all times carry out responsibilities/duties within the framework of Dignity for all Islington

Councils Equality Policy.

Ability to undertake the duties of the post with minimal supervision.

Budget responsibilities

To monitor the service budgets including staffing and materials, in accordance with Policy,

Finance Regulations and Standing Orders.

To lead or support procurement processes for services and materials within the scope

of the post.

Leadership

As a member of the council, to contribute proactively to the collective leadership for the council,

working collaboratively with Members, services across the council, partners and stakeholders to

deliver the councils objectives and priorities.

To drive positive cultural change, embodying and promoting the values and behaviours of the

council and empowering staff to reach their full potential. Ensure that the performance and

development framework is effective for all staff.

To lead on and ensure the effective implementation of corporate initiatives and transformation

programmes that cut across the whole or part of the councils activities.

Resources and Financial Management

Ensure effective Financial Management, cost controls and income maximisation in an everchanging environment, fluctuating demands and priorities. Ensure resources are well managed

and effectively deployed to the best possible effects assuring value for money in all activities.

Compliance

Ensure legal, regulatory and policy compliance under GDPR, Health and Safety and in area of

your specialism identifying opportunities and risks and escalating where appropriate.

Work style

Frontline Role

Person specification

• Experience of providing advice and practical
  assistance to the public, preferably in the social
  housing field
• Experience of working in and delivering
  services to, a multi-cultural community
• Experience of maintaining positive
  relationships with a range of stakeholders

Skills

• Ability to cope with the physical demands of
  the job including climbing stairs, covering long
  distances to carry out inspections across all
  parts of Islington Council estates
• Working knowledge of relevant legislation, in
  particular Health and Safety (including fire
  safety) and issues relating to caretaking and
  estate services
• Ability to identify and raise repairs orders
• Ability to monitor and assess standards of
  caretaking and estate services