Quality Assurance Manager

Quality Assurance Team Manager

Bupa Place (Salford Quays, M50 3SP)

Hybrid Working

Permanent

Salary starting at £40,500 per annum

Full time

Apply by 2nd June 2023

Here you’ll be welcomed. We champion diversity and we understand the importance of our people representing the communities and customers we serve. You’ll find an inclusive environment where you can be yourself and where everyone is driven by the same purpose – helping people live longer, healthier, happier lives and making a better world.

We always go the extra mile by giving our customers fast access to treatment and helping them get the specialist support they need.

As part of Management at Bupa, you’ll deal with the responsibility of looking after our people as well as shape your own development.

Role Overview

As Quality Assurance Team Manager, you will be a go-to member of the leadership team acting as a role model for how we engage with our customers. You will manage and develop a team of QA Consultants, ensuring your team manages complaints, conclusions and deliver fair outcomes whilst providing an excellent service improvement for customers within Bupa.

What you’ll be doing

• Lead, motivate and develop a team to ensure Quality Standards are maintained and reviews are completed in line with agreed SLAs.

• Work closely with internal customers to ensure feedback from quality assessments changes the way in which services are administered and if appropriate, relevant procedures/processes are updated.

• Coaching, developing and leading a highly skilled team whilst ensuring that resources are managed in line with the workforce plan

• Work closely with the Continuous Improvement and Change team and other Team Managers across the operation to ensure ongoing improvement and alignment of processes

• Accountable for the resolution of customer related issues that are identified by your team. Responsible for identifying/removing any barriers that impacts the delivery of outstanding customer satisfaction

• Adherence to required regulatory guidelines and specifically financial conduct authorities regulations. Identification and timely escalation of any regulatory issues that require resolution at a more senior level

What you’ll bring

• Previous experience within Quality Assurance or Governance is essential

• Excellent communication skills with the ability to liaise and communicate with Senior Stakeholders and customers

• Evidence of building talented high performing teams and getting the best out of highly talented people with ability to carry out effective coaching and development

• Exposure to project work including demonstrating successful process improvement initiatives.

• Experience of leading the delivery of customer service within a contact centre setting, coupled with experience of leading a case management approach to query resolution.

• Knowledge of TCF principles, FCA complaint handling requirements, Complaint handling requirements, T&C principles and FOS rules.

Why Bupa?

We are a health insurer and provider. With no shareholders, our customers are our focus. We reinvest profits into providing more and better healthcare for the benefit of current and future customers.

Our benefits are driven by what matters to our people. It’s important to us that these benefits support a work-life balance that keeps people healthy, both mentally and physically.

You will be eligible for:

• 25 days holiday, increasing through length of service, with option to buy or sell

• Bupa health insurance as a benefit in kind

• An enhanced pension plan and life insurance

• Annual performance-based bonus

• Onsite gyms or local discounts where no onsite gym available

• Various other benefits and online discounts

Diversity and Inclusion

Bupa is committed to making sure that every applicant is assessed solely on personal merit and qualifications. We actively celebrate the diversity of our colleagues and provide an inclusive environment so you can bring your true self to Bupa. We’ll make sure you are treated fairly. That’s why we’re happy to offer reasonable adjustments as part of our recruitment process to anyone that needs them.

Whether you’ve found your feet or are discovering a new path.

Welcome to a place that celebrates you.

This isn’t where you've been.

This is where you're going.

This is what we have belief in

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