Call Quality Assurance Analyst Epsom | Hybrid Working | Fixed Term Contract: 12 Months | Full-Time Competitive salary available, depending on experience 37.5 hours per week At Nuffield Health, everything we give our patients, members and customers would not be possible without you. Your passion, your warmth, your drive to make a difference. Whether it's driving connected health, helping the nation, transforming experiences, or building the career you want - we give you the support to do it all. Join our journey. It starts with you. The work of the quality team covers all forms of interaction, be it service quality over the phone, written communication via email or chat channels, tone of voice across assisted and unassisted AI channels and the impact on customer experience across all customer contact channels. The Quality Assurance Analyst will provide a clear and detailed overview of the quality that is delivered in areas of our business that specialise in customer contact. A passion for customer service is essential, as the customer journey needs to be at the centre of all our conversations, therefore experience monitoring and evaluating calls, written correspondence, and other omni-channel interactions to ensure they meet or exceed set quality standards, as well as ensuring compliance with regulatory requirements, identifying improvement areas and delivering constructive feedback that emphasises continuous improvement are all key requirements. Building and maintaining strong relationships with relevant stakeholders to ensure that quality is standardised, consistent and aligned with business needs will also be fundamental to this role, so having excellent communication and stakeholder management skills is paramount. The Quality Assurance Analyst will balance their astute understanding of customer service with the ability to record, maintain and report actionable data, as the position will require excellent analytical skills and Management Information reporting experience. Key Responsibilities: Ensuring that we consider the customer journey, and that our processes are reflective of the voice of the customer, always. Working closely with all management levels to provide quality feedback that positively influences the customer experience and journey, as well as business needs. Facilitating the delivery of consistently high levels of customer service to all Nuffield Health clients and achieving or exceeding the KPIs set. Acting as a valuable resource for colleagues, providing subject matter expertise guidance on best practices, sharing knowledge, providing progress reports, and responding to queries related to quality and performance. Coaching and supporting, on a 1:1 basis as required, to enable our colleagues achieve their quality KPIs. Monitoring agents across various departments to ensure quality is achieved and is measured against the call quality benchmark. Fully understanding service line deliverables and processes. Analysing and generating reports on quality and performance trends as well as improvement areas and presenting findings to the relevant stakeholders with recommendations of actionable solutions where needed Recognising any compliance, process, or training gaps, to ensure risks are reviewed and mitigations put in place. Appropriately escalating to Business Managers any risks to the customer journey or delivery of the Business Services function, while providing practical and effective solutions. Building strong relationships with key stakeholders and subject matter experts to ensure quality is delivered in line with best practices. Maintaining accurate data and tracking of quality for reporting back to senior stakeholders, as required. Helping you feel good. We want you to love coming to work, feeling healthy, happy and valued. That's why we've developed a benefits package with you in mind. Here, you can choose from a range of fitness, lifestyle, health and fitness wellbeing rewards, such as free gym membership, health assessments, retail discounts and pension options. At Nuffield Health, we take care of what's important to you. If you like what you see, why not start your application now? We consider applications as we receive them and reserve the right to close adverts early (for example, where we have received an unprecedented high volume of applications). So, it's a good idea to apply right away to ensure you're considered for this role. Apply today… It starts with you.