QA & Training Leader — Customer Operations

Frontier Developments plc; Greater London; On-site; GBP 50,000 - GBP 70,000; Full time

Job summary

A Health Technology Company in Greater London is seeking a highly skilled Training & Quality Manager to design and implement top-notch onboarding and training programs. You will lead the quality assurance process for the Customer Operations team, ensuring every patient interaction adheres to high standards while enhancing agent performance. Ideal candidates will have a background in QA design and customer service, along with familiarity with service platforms. Enjoy robust benefits including health insurance, flexible working, and more as you contribute to a transformative mission.

Benefits

Share options

25 days holiday plus bank holidays

Health insurance with Vitality

Enhanced maternity/parental leave

Pension contributions

Flexible working options

Paid volunteering days

Qualifications

• Experience in QA and training program design in customer service.
• Worked in fast-paced startups or scale-ups.
• Analyse QA metrics, KPIs, and trends to improve outcomes.

Responsibilities

• Design and refine a QA framework across all channels.
• Lead the QA process and ensure compliance with standards.
• Analysing QA results to identify trends and opportunities for improvement.
• Implementing a new QA platform with testing and training.

Skills

QA and training program design

Experience in customer service operations

Proficient with customer service platforms

Data-driven analysis

Tools

Intercom

Zendesk

Quality management tools

Job description

A Health Technology Company in Greater London is seeking a highly skilled Training & Quality Manager to design and implement top-notch onboarding and training programs. You will lead the quality assurance process for the Customer Operations team, ensuring every patient interaction adheres to high standards while enhancing agent performance. Ideal candidates will have a background in QA design and customer service, along with familiarity with service platforms. Enjoy robust benefits including health insurance, flexible working, and more as you contribute to a transformative mission.