Quality Control​/Assurance Manager - MLS

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

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.

• 35 hours working week
• 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 Linked In)
• Monthly voucher awardsfor winning nominees A genuinely supportive and friendly culture
• Ongoing training and professional development opportunities

• 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.

• 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.

• 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.

• Prepare the function for quarterly independent Audit activity ensuring all QA and QC methodology, outputs and records are audit-ready.
• Respon…