Quality Assurance Manager
- Recruiter
- Bupa
- Location
- Manchester
- Salary
- ,
- Posted
- 03 Sep 2019
- Closes
- 01 Oct 2019
- Sectors
- Banking & Financial Services
- Contract Type
- Permanent
- Hours
- Full Time
Quality Assurance Team Manager
Manchester
Permanent
Salary dependent on experience
Full Time
A bit about us
Bupa is one of the most well-known and respected healthcare businesses in the world, because what we do matters. From our contact centres to our care homes; health and dental centres to our state of the art hospitals across all four corners of the globe, every part of our operations are dedicated to our purpose of helping people live longer, healthier, happier lives. We pride ourselves on working with brilliant people who put our customers at the heart of everything they do.
About the area you'll be working in
We provide a range of health insurance options which can give customers access to diagnosis, treatment and specialist support services. The benefits available to our customers include; access to Bupa-approved consultants, breakthrough treatment and drugs, our 24/7 Anytime HealthLine and cancer cover that comes with the Bupa cancer promise.
What you'll be doing
As a Quality Assurance Manager you will be a go-to member of the leadership team, you are a role model for how we engage with our customers. Managing and developing a team of Quality Consultants, you will be responsible for ensuring your team manages complaints, conclusions and deliver fair outcomes whilst providing an excellent service improvement for customers within Bupa.
What's a typical day?
You will lead, motivate and develop a team to ensure Quality Standards are maintained and reviews are completed in line with agreed SLAs. In addition to this you will be working closely with internal customers to ensure feedback from quality assessments changes the way in which complaints are administered and if appropriate, relevant procedures/processes are updated. You would also promote and support the delivery of ongoing and improved customer service; escalating issues and identifying common trends in line with existing frameworks, focusing on preventing issues from happening in the future. In addition to this you will be dealing with performance issues, completing regular 121s with all team members and also ensuring that resources are managed in line with the workforce plan. Working closely with the Continuous Improvement and Change team and other Team Managers across the operation to ensure ongoing improvement and alignment of processes would also form part of the role.
Who we're looking for?
What's it like to work here?
As you'll already know, we want people to 'love working here', so much so that's it's at the top of our agenda and something you'll hear a lot about here at Bupa. We offer our people a great range of benefits, many of which are flexible and can be tailored to suit what's most important to you. We're a healthcare company so there's a huge focus on our people's health and wellbeing, supported by a healthy work-life balance and workplaces which are friendly, appealing spaces to support you to be at your best.
Our Salford Quays office is a brand-new purpose-built facility which has been specially designed for modern, flexible ways of working. For non-drivers, it's easily accessible by tram from central Manchester.
Benefits
We're driven by one purpose, helping people live longer, healthier, happier lives and that that means our people too. As a Bupa employee you'll be entitled to some fantastic benefits which include 25 days holiday increasing to 30 days as your length of service increases, the option to buy and sell holiday, an enhanced pension plan, life assurance and income protection. You'll join our annual bonus scheme, amount variable dependent upon your role and performance. Looking after your health is important to us and you can benefit from our health trust scheme where all our people have the option of taking our market-leading medical insurance cover, which includes mental health support and treatment, at a greatly reduced price as well as a free health assessment every 2 year. Your health and wellbeing matter to us and we provide lots of family friendly policies too. You can keep fit at our free onsite gyms (local gym discounts where no onsite gym). We will support you to get to work, offering a season ticket loan to spread the cost of an annual train/bus ticket as well as our cycle to work scheme.
We're an inclusive organisation that celebrates diversity and welcomes everyone - all talents and backgrounds. Bupa strives to make sure that every applicant is assessed solely on the basis of personal merit and qualifications, regardless of gender, sexual orientation, pregnancy or maternity, marital or civil partner status, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability or age.
If you'd like to learn more, please visit
Manchester
Permanent
Salary dependent on experience
Full Time
A bit about us
Bupa is one of the most well-known and respected healthcare businesses in the world, because what we do matters. From our contact centres to our care homes; health and dental centres to our state of the art hospitals across all four corners of the globe, every part of our operations are dedicated to our purpose of helping people live longer, healthier, happier lives. We pride ourselves on working with brilliant people who put our customers at the heart of everything they do.
About the area you'll be working in
We provide a range of health insurance options which can give customers access to diagnosis, treatment and specialist support services. The benefits available to our customers include; access to Bupa-approved consultants, breakthrough treatment and drugs, our 24/7 Anytime HealthLine and cancer cover that comes with the Bupa cancer promise.
What you'll be doing
As a Quality Assurance Manager you will be a go-to member of the leadership team, you are a role model for how we engage with our customers. Managing and developing a team of Quality Consultants, you will be responsible for ensuring your team manages complaints, conclusions and deliver fair outcomes whilst providing an excellent service improvement for customers within Bupa.
What's a typical day?
You will lead, motivate and develop a team to ensure Quality Standards are maintained and reviews are completed in line with agreed SLAs. In addition to this you will be working closely with internal customers to ensure feedback from quality assessments changes the way in which complaints are administered and if appropriate, relevant procedures/processes are updated. You would also promote and support the delivery of ongoing and improved customer service; escalating issues and identifying common trends in line with existing frameworks, focusing on preventing issues from happening in the future. In addition to this you will be dealing with performance issues, completing regular 121s with all team members and also ensuring that resources are managed in line with the workforce plan. Working closely with the Continuous Improvement and Change team and other Team Managers across the operation to ensure ongoing improvement and alignment of processes would also form part of the role.
Who we're looking for?
- Previous experience of a team within a complaints/quality assurance environment.
- Excellent communication skills with the ability to liaise and communicate with Senior Stakeholders and customers.
- Organised and able to priorities workload.
- Evidence of building talented high performing teams and getting the best out of highly talented people whilst quickly and effectively managing performance issues
- Knowledge of TCF principles, FCA complaint handling requirements, CQC complaint handling requirements, T&C principles and FOS rules.
- Progress to relevant Regulatory Qualifications within an agreed time frame.
- An ability to speak a second language would be an advantage
- 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
What's it like to work here?
As you'll already know, we want people to 'love working here', so much so that's it's at the top of our agenda and something you'll hear a lot about here at Bupa. We offer our people a great range of benefits, many of which are flexible and can be tailored to suit what's most important to you. We're a healthcare company so there's a huge focus on our people's health and wellbeing, supported by a healthy work-life balance and workplaces which are friendly, appealing spaces to support you to be at your best.
Our Salford Quays office is a brand-new purpose-built facility which has been specially designed for modern, flexible ways of working. For non-drivers, it's easily accessible by tram from central Manchester.
Benefits
We're driven by one purpose, helping people live longer, healthier, happier lives and that that means our people too. As a Bupa employee you'll be entitled to some fantastic benefits which include 25 days holiday increasing to 30 days as your length of service increases, the option to buy and sell holiday, an enhanced pension plan, life assurance and income protection. You'll join our annual bonus scheme, amount variable dependent upon your role and performance. Looking after your health is important to us and you can benefit from our health trust scheme where all our people have the option of taking our market-leading medical insurance cover, which includes mental health support and treatment, at a greatly reduced price as well as a free health assessment every 2 year. Your health and wellbeing matter to us and we provide lots of family friendly policies too. You can keep fit at our free onsite gyms (local gym discounts where no onsite gym). We will support you to get to work, offering a season ticket loan to spread the cost of an annual train/bus ticket as well as our cycle to work scheme.
We're an inclusive organisation that celebrates diversity and welcomes everyone - all talents and backgrounds. Bupa strives to make sure that every applicant is assessed solely on the basis of personal merit and qualifications, regardless of gender, sexual orientation, pregnancy or maternity, marital or civil partner status, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability or age.
If you'd like to learn more, please visit