Quality Assurance Policy

1. Policy Statement

MEL uses quality assurance processes to promote consistent, compliant and reliable recruitment and staffing services.

Quality assurance is intended to identify errors, risks, service failures and opportunities for improvement before they adversely affect candidates, workers or clients.

2. Purpose

This policy establishes a framework for monitoring and assuring the quality of MEL's operational processes.

3. Scope

The policy covers recruitment, candidate compliance, client onboarding, temporary staffing, permanent recruitment, placement processes, worker support, complaints, records and relevant supplier activities.

4. Recruitment Quality Controls

Depending on the role, MEL may verify:

• identity;
• right to work;
• qualifications;
• references;
• employment history;
• DBS eligibility and checks where relevant;
• professional registration where relevant;
• role-specific training;
• licences or authorisations where applicable; and
• client-specific requirements.

5. Client Quality Controls

MEL will seek sufficient information from clients to understand vacancies, duties, working arrangements, qualifications, experience, risks and other relevant requirements.

6. Placement Quality

MEL will seek to match workers to roles based on available information regarding suitability, compliance and client requirements.

7. Temporary Staffing

Where applicable, MEL may monitor assignment confirmations, worker availability, timesheets, attendance, complaints, incidents and client feedback.

8. Audits and Reviews

MEL may conduct periodic internal checks of recruitment files, compliance records, assignment records and operational processes.

9. Non-Conformities

Where an error or process failure is identified, MEL will consider its significance and take proportionate corrective action.

10. Complaints

Complaints and service concerns will be reviewed for both individual resolution and wider learning.

11. Performance Monitoring

Relevant indicators may include:

• candidate and client feedback;
• placement quality;
• compliance completion;
• assignment incidents;
• complaints;
• response times;
• worker retention and engagement; and
• identified process errors.

12. Continuous Improvement

Quality findings will be used to identify improvements to procedures, technology, training, communication and recruitment controls.

13. Records

Quality-related records will be maintained securely and retained in accordance with applicable requirements.

14. Responsibilities

MEL Management is responsible for overall quality assurance oversight. Managers and relevant personnel are responsible for following procedures and escalating quality concerns.

15. Review

This policy will be reviewed annually or following significant service failures, regulatory changes or changes to MEL's operating model.

16. Contact

MEL
6-9 The Square
Stockley Park
Uxbridge
UB11 1FW

Email: info@mymel.co.uk
Telephone: 020 8064 0994