Training and Quality Manager

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

About Numan

Founded in 2018, we’ve already grown to be a 300+ team distributed across the globe, united by a singular mission: empowering people to take control of their health.

Numan is transforming health: we’ve built a cutting-edge platform that integrates diagnostics, medication, supplements, digital programmes, and doctor consultations. Giving people the tools they need to maximise life.

To deliver on our transformative mission, we are guided by our 5 company values:

• Patients first.
• Learn Fast.
• Own the quality.
• Succeed together.
• Care deeply.

Backed by top-tier investors, Numan is already having a positive impact on hundreds of thousands of patients here in the UK, and we want you to help us deliver this mission!

The Role

We are seeking a highly skilled Training & Quality Manager to design a best-in-class onboarding and training programme and lead the quality assurance (QA) process for our Customer Operations team. This is a high-impact role where you will ensure every patient interaction meets the highest standards of care, safety, and service, while empowering agents to succeed from day one. You’ll turn customer feedback and operational data into actionable insights, enhance agent performance, and scale our operations with quality and consistency.

You’ll be:

• Designing and refining a QA framework, including scorecards, processes, and systems across all channels (phone, email, chat).
• Leading the QA process: evaluating interactions, providing calibrated feedback, and ensuring compliance with standards.
• Analysing QA results to identify trends, root causes, and opportunities for improvement.
• Translating data into actionable insights for training programs and quality processes.
• Implementing a new QA platform with pilot testing, role training, and phased launch.
• Developing a best-in-class onboarding program for new agents.
• Driving continuous learning through training modules on processes, products, compliance, and soft skills.
• Coaching Customer Care Team Leads to enhance their team management and coaching capabilities.
• Conducting regular evaluations to address individual and team-wide development needs.

We’re looking for someone who:

• Has experience in QA and training program design in customer service operations.
• Has worked in fast-paced startups or scale-ups.
• Is proficient with customer service platforms (e.g., Intercom, Zendesk) and quality management tools.
• Is data-driven: ability to analyse QA metrics, KPIs, and trends to improve outcomes.
• Has understanding of customer satisfaction drivers and performance metrics.

It’s a bonus if you have:

• Experience in regulated industries or MedTech.
• Familiarity with AI-driven tools and process automation.
• Background in vendor partner management for onboarding or training.

Our benefits include:

• Share options.
• 25 days holiday, plus bank holidays (increasing to 30 the longer you stay with Numan).
• Health insurance with Vitality.
• Enhanced maternity and parental leave.
• Nursery benefit provided by YellowNest.
• Employee assistance programme (access to therapy, financial planning and discounts).
• Generous pension (includes both employee and employer contributions).
• Flexible working options, including a dog-friendly office in Farringdon.
• Personal training and development budget via Learnerbly.
• Wellhubmembership, giving you access to over 2,000 locations in the UK.
• Cycle to work scheme.
• Season ticket loan.
• Discount on Numan products for your friends and family.
• Paid volunteering days.
• An additional 2 weeks off once you reach your 5th anniversary with Numan.

Diversity at Numan

At Numan, people are at the heart of who we are. We recognise and value the unique perspectives and experiences that individuals from all backgrounds bring.

We promote innovation and creativity, enabling us to tackle things from various viewpoints and are committed to equal opportunities and continuously strive to create a workplace where everyone feels respected, heard, and valued.

Embracing diversity isn't just our goal; it's our strength, driving us towards a more inclusive future.