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SalarySenior Quality Assurance Manager - Business Services
Hybrid/Epsom - minimum 2 days per week | Business Services | Permanent | Full-Time: 37.5 hours
Competitive salary, depending on experience
Nuffield Health is the charity that's building a healthier nation, one day at a time. From award-winning hospitals and leisure facilities to flagship community programmes - we'll do whatever it takes to look after the UK's wellbeing. It starts with passion and commitment to quality. It starts with you.
The Senior Quality Assurance Manager plays a pivotal role in ensuring the highest standards of overall quality within Business Services. They will set the standards, drive awareness and calibration, and ultimately assure that the work of our broader teams within Business Services reflects those standards. They will lead a team of Quality Analysts that will cover the full scope of all customer contact work spanning all current and future channels. They will set up mechanisms for governance and review that will ensure that our teams are compliant with all regulatory requirements and ensure clear guidelines and templates for customer engagement are created.
As our Senior Quality Assurance Manager, you will:
Define, develop, and maintain quality standards for customer interactions, both verbal and written, within Business Services. Regularly reviewing and updating the processes and guidelines to align with industry best practices and evolving customer needs.
Drive adherence to established quality standards by providing ongoing feedback, coaching, and training to Business Services teams.
Manage a team of 3 Quality Assurance Analysts, providing guidance, support, and mentoring. Ensuring a positive and collaborative team culture that emphasizes continuous improvement and a commitment to excellence.
Collaborate with the Quality Assurance team to analyse and evaluate customer interactions, identifying areas for improvement, and providing actionable insights and recommendations to Business Services leadership and relevant stakeholders to enhance customer experiences.
Consult with Training and Development teams to design and deliver targeted training programs for front line Business Service teams, focused on improving quality and customer service skills. Where appropriate, upskilling teams to positively impact overall performance and implement initiatives accordingly.
Develop and maintain performance metrics to assess the effectiveness of Quality Assurance efforts and track improvements over time. Preparing regular reports and presentations for management, showcasing trends, improvements, and areas requiring attention.
The work of the quality team will cover all forms of interactional quality, be it service quality over the phone, written communication over emails or chat channels, tone of voices across assisted and unassisted AI channels, and the impact on customer experience across all customer contact channels. They will use insight to drive changes within Business Services to ensure our services are always improving and that we are able to highlight areas that require change within and outside of Business Services to enable our colleagues to deliver to the best of their abilities.
Helping you feel good.
We want you to love coming to work, feeling healthy, happy and valued. That's why we've developed a benefits package with you in mind. From free private healthcare to gym membership, a cycle to work scheme and more. At Nuffield Health, we take care of what's important to you.
Join Nuffield Health and create the future you want, today.
If you like what you see, why not start your application now? We consider applications as we receive them and reserve the right to close adverts early (for example, where we have received an unprecedented high volume of applications). So, it's a good idea to apply right away to ensure you're considered for this role.
It starts with you.
Proud member of the Disability Confident employer scheme
