Here at Optum, we’re excited to be recruiting for a Quality and Training Manager to join our collaborative Customer Support team on a permanent basis. In this pivotal role, you’ll champion the delivery of exceptional service standards across the organisation. You’ll lead the development and implementation of quality assurance frameworks, design and deliver engaging training programmes, and drive continuous improvement initiatives that make a real difference. This is a fantastic opportunity to shape success across our business and enhance the experience of our customers. Please note: This is a hybrid role based in Leeds, requiring office presence 2 days per week, which may increase depending on training needs.
What you’ll do
As a Quality and Training Manager at Optum, you’ll be instrumental in embedding quality assurance frameworks and initiatives across our support function. You’ll design and deliver training programmes that align with our quality goals and business priorities. You’ll collaborate cross‑functionally to support the rollout of new products and features, ensuring training and quality planning are seamlessly integrated. Working closely with department heads, you’ll identify performance gaps and improvement opportunities.
Primary Responsibilities
* Monitoring and evaluating service delivery through regular call reviews and feedback.
* Conducting training needs analysis and assessing the impact of training interventions.
* Maintaining and updating the skills matrix to reflect current capabilities and development needs.
* Creating and managing documentation such as process guides and learning materials.
* Tracking and analysing quality trends, producing reports and dashboards to support decision‑making.
* Be a confident communicator and collaborator, able to work across departments to solve challenges and elevate performance.
* Your inquisitive nature and ability to give constructive feedback will help foster a culture of growth and excellence.
* Be rewarded and recognized for your performance in an environment that challenges you and provides clear direction on what it takes to succeed.
Qualifications
* Demonstrated ability to be highly organised and thrive in dynamic environments.
* Demonstrated ability to take ownership of quality and training outcomes.
* Proven ability to create a positive and inclusive learning environment.
* Demonstrated ability to share knowledge and best practices across teams.
* Proven ability to drive innovation in training and quality processes.
About Optum
Optum is a global organisation that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.
Equal Employment Opportunity
Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, sexual orientation, or any other characteristic protected by law. UnitedHealth Group is a drug‑free workplace. © 2025 UnitedHealth Group. All rights reserved.
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