Quality Assurance Procedure
Policy Principle
At iungo Solutions we believe that to deliver excellent training we need to continuously review and improve our processes. To achieve this we combine the monitoring of the criteria with the evaluation of every aspect of our delivery.
We complete a monthly review of all criteria related to delivery, monitoring, recruitment and completion. We attend regular meetings with our funding and delivery partners to measure compliance and to plan any needed changes to our processes to fully align with the needs of the funding partners.
In conjunction with our partners, we will commit to establishing compliance with all required funding requirements and quality assurance processes to meet the requirements of any contracts. This will include any actions set out in the regular compliance and quality meetings with partners and clients.
Responsibility & Accountability
Our Quality & Compliance Manager is responsible for all aspects of quality and is held accountable directly by the CEO. This direct reporting line allows for transparency and oversight whilst enabling swift escalation and resolution of potential quality concerns.
Recruitment of Tutors & Training
We source Tutors from a range of industry and education backgrounds to ensure a healthy mix of skills, experience and perspectives. All tutors are DBS checked periodically as a condition of their employment. All tutors undergo an induction during their first week in which they are introduced to our Quality Assurance Procedures and Key Performance Indicators. They also undergo mandatory training during their first week which covers Safeguarding, PREVENT, Equality & Diversity and Cyber Security and Data Governance. Tutors undertake refresher training on each of these subjects annually.
Tutor compliance is recorded in LVE-0022 Tutor Compliance Tracker.
All Tutors are given training in Assessment and Internal Quality Assurance (where applicable). All tutors are encouraged and sponsored to undertake a Level 3 Teaching and Learning, Level 3 TAQA Assessment and Level 4 TAQA Internal Quality Assurance qualification where they do not already possess these qualifications. This is managed through their Quarterly Performance Review (QPR) and Personal Development Plan (PDP).
Senior Tutors are trained internally to take on “Programme Tutor” responsibilities. The Programme Tutor is responsible for planning and coordinating the delivery of learning programmes and reports to the Operations Manager weekly on all aspects of delivery performance.
Assessment
Initial and Final Assessment
An Initial and Final Assessment is undertaken for all participants across all programmes. The scope of this assessment is defined by the learning objectives for the programme. The Initial and Final Assessments can be undertaken using quizzes, assessments, projects, or tutor observations (or a combination of all). The initial assessment produces a Level, aligned to educational levels based on Bloom’s Taxonomy, between Entry Level and Level 7. This information is used by tutors to tailor their delivery and the provision of supporting resources to meet the needs of the cohort.
Initial and Final Assessment scores are recorded in LVE-0013 – Enrolment Tracker.
Formative Assessment
Formative assessments, in the form of short quizzes, assessments, projects, presentations or 1:1 sessions are used to track participant progress throughout the duration of the programme. This information is used by tutors to dynamically tailor their delivery to meet the needs of the participants in the cohort. This information is also used by the Programme Tutor to track, and course correct if needed, the on-programme delivery performance.
Internal Quality Assurance
Pre-IQA
Programme Tutors construct an Awarding, Quality & Compliance (AQC) Plan as a framework for planning the delivery of a learning programme. The AQC Plan requires the programme tutor to source Schemes of Work for each module, Employer Projects, Award Assessment Criteria, Centre Awarding Requirements and Location Risk Assessments. The Programme Tutor assimilates this information into an Assessment Strategy ensuring that all aims of the programme are achieved within the delivery schedule. The AQC Plan is then validated by the Quality & Compliance Team before a cross-functional meeting is held between the nominated Programme Tutor, Quality & Compliance Representative, and Operations Manager. This process is referred to internally as “Pre-IQA”.
Delivery IQA
Our Quality & Compliance team manages an annual schedule of Tutor Observations. All tutors are observed at least twice within the academic year, however, this number of observations is often higher due to the variety of programmes offered at iungo Solutions. Tutors are ranked as Outstanding, Good, Adequate or Satisfactory in accordance with the Ofsted Lesson Observation Criteria. Observation grades are a Tutor KPI and are fed into the Quarterly Performance Review (QPR) process.
In the case of an “adequate” grade, the tutor will next be observed within a 3 month period.
In the case of an “unsatisfactory” grade, the tutor will be invited to a discussion to understand the circumstances and factors surrounding the unsatisfactory review. The period between observations is then shortened in accordance with the nature, severity and risk factors recorded in the initial observation.
All observations are recorded in LVE-0019 – Observation Tracker.
Post-IQA
All externally awarded qualifications and certifications are subject to Internal Quality Assurance (IQA) before they can be claimed. The “Post-IQA” process requires all assessments contributing to the externally awarded qualification to be sampled at a rate that is proportionate to previous Post-IQA performance which ranges between 25% and 100% (not previously awarded).
The IQA Officer must be competent in the sector/discipline in which the qualification evidence has been assessed. The IQA Officer will be qualified with a L4 TAQA Internal Quality Assurance and/or to the Awarding Organisation’s prescribed standards. Where necessary in accordance with Awarding Organisation requirements, non-TAQA Qualified IQA Officers require a counter-signatory from a TAQA-Qualified IQA. This process is referred to as “Post-IQA”.
All Assessment and IQA is recorded in LVE-0025 – Awarding Tracker.
Participant Experience
Pulse Surveys
Participant experience is measured at the end of each session via an anonymous Pulse Survey. Participants rank the enjoyment and difficulty of the session and provide comments relating to what they enjoyed and what could be improved. The lead tutor for the session in question reports the average enjoyment and difficult scores and provides a summary of feedback and actions taken in their Shift Handover report which is circulated to all other tutors. This enables tutors to continuously improve and tailor their deliveries to the needs of the participants in their cohort.
Pre- and Post-Programme Surveys
A survey is undertaken at the start and end of the programme to ascertain participant skills confidence in the areas that the programme covers. This enables a direct comparison to be made which provides insight into the effectiveness of the delivery. This forms part of the Programme Evaluation (see Section 7) which enables the quality of future deliveries to be improved.
The Pre-Programme Survey also surveys participant’s objectives in completing the programme. This allows for further tailoring of the programme content to meet the needs of the participants in the cohort.
Evaluation
At the end of each programme, an evaluation is undertaken by the Programme Tutor to determine the quality and performance of the learning programme delivery. The evaluation considers participant experience, learning outcome achievement, qualification outcome achievement, destination and progression data and tutor performance.
The quality of the delivery is scored and benchmarked internally against other deliveries so that anomalies (positive or negative) can be understood and any necessary actions taken to recognise and resolve quality issues or replicate good practice.
Where applicable, the Learning Experience Evaluation is shared with the client to aid transparency and receive further feedback.
Responding to Quality Issues
Internal Process
Internal concerns relating to the quality or performance of a delivery are raised in accordance with the Internal Escalation Procedure. Serious concerns can be reported anonymously via the Confidential Employee Reporting Form. All Quality Incidents are investigated by a Cross-Functional team which includes a Quality & Compliance Representative and Operations Representative using the Root Cause Analysis Procedure.
External Process
Participants are provided notified as to the Complaints Procedure (and any relevant external client procedures) upon enrolment. Access to these Procedures is made available via Google Classroom. Participants are also provided with the Appeals Procedure in the event that they disagree with a decision relating to an assessment or the awarding of a qualification or certification.
Any concerns raised by participants through the above procedures are investigated as described in 8.1.
Communication & Continuous Improvement
Quality Expectations are set and reinforced through a culture of open and transparent communication and continuous improvement.
Tutor handovers are completed and distributed at the end of each and every delivery session so that other tutors can benefit from the learnings.
The data from the Pulse Survey is aggregated and analysed by the Operations Manager and Product Architect to identify patterns in delivery performance and content performance, respectively.
Tutors meet on a weekly basis to share learnings from their respective programmes. A Monthly Quality Meeting is held to evaluate participant experience, on-time submissions and assessment, first-time pass rate %, and on-time claims.
External Quality Management & Partnerships
Where appropriate and/or required by contract, a senior iungo Solutions representative will engage in a period collaborative review of contract performance with the client. This is considered to be a Quality Management Partnership.
Related Documents
| Document Ref | Document Name |
| PRO-0015A | Delivery Observation Flow Chart |
| PRO-0015B | Assessment Observation Flow Chart |
| LVE-0019 | Observation Tracker |
| TEM-0057 | Observation Template |
Document Approval
| Authorising Name: | Jessica Leigh Jones MBE |
| Position: | Group CEO |
| Signature: | |
| Date of Release: | 01 March 2022 |
| Date Updated: | 01 August 2025 |
| Date of Next Review: | 01 August 2026 |
| Document Classification: | Internal |