Training and Quality Assurance Specialist

We are seeking a proactive and detail-oriented Training and Quality Assurance Specialist to join our UK Patient Experience team! In this role, you will drive continuous improvement by conducting quality audits, delivering targeted training, and providing coaching to both new and existing team members. The ideal candidate will have a passion for learning and development, a sharp attention to detail, and the ability to improve patient satisfaction through process enhancements. This position is perfect for someone with a background in training and quality assurance and a passion for developing others.

Key Responsibilities:

Quality Assurance & Continuous Improvement

• Perform regular quality assurance audits to ensure compliance with company standards and procedures.

• Participate in calibration sessions to maintain consistency in evaluations across the team.

• Analyse audit results to identify trends, gaps, and areas for improvement.

• Provide clear, actionable feedback to team members, driving improvements in both individual and team performance.

• Enhance and streamline quality assurance processes and tools to improve team performance and overall efficiency.

• Use insights from ticket handling and QA audits to propose targeted improvements in training programs, processes, and the overall patient experience.

• Lead by example to ensure personal ticket handling meets quality standards and sets a model for best practices.

Training & Onboarding

• Design and deliver training programs based on operational insights and performance data.

• Conduct 1:1 coaching sessions to address individual performance issues, as well as team workshops to tackle broader trends.

• Regularly update training materials to ensure they reflect the latest processes and factors that influence customer satisfaction.

• Work closely with team leads to identify opportunities for process improvements and help streamline workflows.

• Develop and coordinate comprehensive training schedules for new team members, offering hands-on support throughout the onboarding process.

• Monitor the progress of new starters, providing continuous coaching to ensure their seamless integration into the team.

• Foster a welcoming and supportive environment for new hires to ensure their success.

• Previous Experience: At least 1+ year in a training, coaching, or quality assurance role.

• Understanding of Customer Service Operations: A strong grasp of customer service operations and performance metrics, with the ability to leverage these insights for improvement.

  Tools & Systems: Experience with customer service platforms such as Zendesk is a plus, but a strong ability to quickly adapt to new systems and technologies is essential for driving operational efficiency and enhancing processes.

• Passion for L&D: A genuine enthusiasm for learning and development, committed to expanding personal knowledge and fostering a culture of continuous learning within your team.

• Quality Assurance & Training: Strong understanding of quality assurance processes and training methodologies, with the ability to implement programs that enhance individual and team performance. You’ll drive continuous improvement through effective training.

• Communication & Coaching: Excellent communication and coaching skills to provide clear, actionable feedback to team members and lead training sessions that foster skill development.

• Analytical Skills: Ability to analyse data and metrics to identify trends, providing actionable insights to drive performance improvements.

• Organisational Skills: Strong time management skills, with the ability to prioritise multiple tasks and ensure smooth operations while maintaining high standards of quality.

• Collaboration & Independence: The ability to excel both independently and within a fast-paced, collaborative team environment.

Benefits:

• 25 days holiday, plus bank holidays

• Hybrid role based in London Bridge 3 days a week with lunch once a week

• Private medical insurance

• £400 annual Learning & Development budget

• Gym & Wellness benefit with Wellhub

• Annual company retreat

• Cycle to work scheme

• Electric car scheme

• Healthy snacks & drinks in the office

ABOUT MANUAL

MANUAL delivers healthcare at scale thanks to its comprehensive digital clinic. Our ambition is to extend the healthy years of lives for a large part of the population in the UK, Brazil, and beyond focusing on life-impeding conditions like hormonal imbalance, obesity and hair loss.

MANUAL has steadily grown since inception and is now serving 500k+ patients, across 2 geographies. We are centralising the diagnosis, custom medications, doctor specialist services, behavioural change and fully vertically integrated management of the treatment journey, under one roof and consumer brand.

We’re destigmatising how people approach their health by offering easy access to diagnostics, a holistic range of treatments, ongoing care and medical advice, as well as a community to help proactively improve one’s health and wellbeing. A place that didn't exist until now.

Innovating on healthcare delivery, MANUAL provides patients with engaging treatment plans generating superior clinical outcomes: 90%+ of patients see an improvement in their Quality of Life (QoL) within 6 months. Our ambition is to extend the healthy years of lifespan for a big part of the population in the UK, Brazil and beyond,

After a $30 million Series A round, we are on a mission to build one of the most impactful teams in the healthcare space. We are looking for incredibly ambitious, entrepreneurial, driven and fun people to join us as we accelerate our growth and expansion. This is an exciting time to join the UK’s fastest-growing healthtech and help supercharge our mission.

Websites:

https://www.manual.co/

https://www.joinvoy.com/

EQUAL EMPLOYMENT OPPORTUNITY

Menwell Limited, trading as MANUAL, is an Equal Opportunities Employer. We are committed to equal employment opportunities regardless of gender and gender reassignment, age, disability, race, religion or belief, sex and sexual orientation, pregnancy and maternity, marriage and civil partnership. We base all our employment decisions on merit, job requirements and business needs. This applies to all decisions related to hiring, training, remuneration, promotion and discipline.

We believe that a diverse and inclusive workforce is essential to our success. We are committed to creating an environment where everyone feels welcomed, valued and respected, regardless of their background, identity or beliefs. We believe that Inclusion, Diversity, Equity and Accessibility (IDEA) is essential to our ability to offer the best possible health outcomes to our patients and customers.