Job description

Job title:Case Examiner Quality Officer

Reporting to:Case Examiner Quality Manager

Job family:Planning and Assurance

Pay Level:C1

Role purpose

TheCase Examiner Quality Officer(CEQO) is a key individual in monitoring, measuring and reporting on the quality of Case Examiner decision making and performance, driving forward its continuous improvement, as well as identifying thematic decision making trends, providing regulatory intelligence to the wider business units. He/she will analyse findings, identify trends and themes and feed these back to stakeholders at all levels, in a timely and professional manner. He/she willsupport the Case Examiner Quality Manager (CEQM) inadministering the Case Examiner Quality framework.

Key Accountabilities

  • Administer the Case Examiner Quality Framework, including the measuring of the quality of Case Examiner decisions and outputs, business partnering with various internal stakeholders, presenting at quality circles and leading on and supporting with projects.
  • Contribute to the quality, efficiency and effectiveness of the NMC’s fitness to practise Case Examiner processes, at the decision making stage and beyond.
  • Identify opportunities for continuous improvement of operations and see those ideas and opportunities through to action and completion.
  • Deliver excellent customer service to NMC’s internal stakeholders.

Key Responsibilities

  • Carry out regular quality checking of Case Examiner decisions, in line with the Case Examiner Quality Management Framework.
  • Create and supply regular, accurate Management Information (MI) on quality, efficiency and output in regards to Case Examiner decision making.
  • Identify problems and issues relating to all aspects of the Case Examiner model and escalate as necessary.
  • Identify themes and learning points, arising from quality checking and other intelligence, to the CEQM.
  • Maintain an overview of Case Examiner efficiency, identify any emerging issues and report on these to the CEQM.
  • Identify opportunities for continuous improvement in the Case Examiner model.
  • Identifythe need for and to assist with, the maintenance of Case Examiner documentation and materials, including standard operating procedures and templates, ensuring they are up to date and fit for purpose.
  • Carry out any other activities as required by the CEQM.

Supporting the Case Examiner team:

  • Coordinate the Case Examiner induction process, ensuring that Case Examiners have the relevant SOPs and guidance and coordinating and overseeing the piloting scheme for new Case Examiners.

Management Information (MI)

  • Provide accurate and timely MI regarding Case Examiner outputs.
  • Maintain high quality, accurate and up-to-date spreadsheet(s).
  • Use MI, including quantitative and qualitative data, to inform continuous improvement of the Case Examiner operations.

Communication

  • Work collaboratively with stakeholders with regard to the quality and performance of the Case Examiner function.
  • Provide a professional service in line with NMC customer service standards.

Other responsibilities

There are a number of standard duties and responsibilities that all employees, irrespective of their role and level of seniority within the NMC, are expected to be familiar with and adhere to.

  • Comply at all times with the requirements of health and safety regulations to ensure their own wellbeing and that of their colleagues.
  • Promote and comply with NMC policies on diversity and equality both in the delivery of services and treatment of others.
  • Ensure confidentiality at all times, only releasing confidential information obtained during the course of employment to those acting in an official capacity in accordance with the provisions of the Data Protection Act 1998 and its amendments.
  • Comply with NMC protocols on the appropriate use of telephone, email and internet facilities.
  • Comply with the principles of risk management in relation to individual and corporate responsibilities.
  • Comply with NMC policies and procedures as compiled on the organisation’s intranet.

This job description is not exhaustive and as such the post holder is expected to be flexible. Any changes will only be made following a discussion with the post holder.

Person specification

Job Title:Case Examiner Quality Officer (CEQO)

Qualifications and experience

  • Qualified to degree level or equivalent or relevant substantive experience.
  • Experienceof quality checking qualitative and quantitative data and providing written and verbal feedback.
  • Experience of qualitative and quantitative analysis, finding themes and trends.
  • Demonstrable experience of successfully evaluating and improving processes.
  • Experience of report writing.
  • Experience of working effectively with a range of internal and external stakeholders, in different ways, at different levels.
  • Experience of multitasking and dealing with competing priorities.
  • Proven experience of working independently to strict deadlines.

Skills, knowledge and abilities

  • Understanding andknowledge of quality control and quality assurance mechanisms, including root cause analysis, waste identification and process improvement mechanisms.
  • Excellent written and oral communication skills with the ability to deal confidently and efficiently with stakeholders at all levels.
  • Able to efficiently analyse data/information and maintain accurate records.
  • Highly developed ability to pay close attention to detail so that work produced is reliable and accurate.
  • Able to identify problems and find practical solutions.
  • Able to plan, prioritise and work within strict deadlines.
  • Computer literate, including the intermediate level use of Microsoft Office products such as Excel, PowerPoint and Word.

Personal qualities

  • A self-starter who is able to work with minimum supervision.
  • Highly motivated with a flexible approach.
  • A collaborative approach to working.
  • Able to show sensitivity and tact when dealing with stakeholders at a range of levels.
  • A commitment to and an understanding of the importance of equality and diversity within the environment that the NMC operates.

Fitness to PractiseSeptember 2017Page 1 of 4