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Join Manual and grow your career as a Training and Quality Assurance Specialist, enhancing patient experiences in an exciting healthcare platform
Overview
Salary
No salary declared 😔
Location
London, Greater London, United Kingdom - Hybrid
Nomad Friendly?
Expires
Expires at anytime
Organisation summary
At Manual, we leverage our comprehensive digital clinic to deliver healthcare at scale. We've made it our mission to extend the healthy years of life for populations in the UK, Brazil, and beyond, tackling life-altering conditions such as hormonal imbalance, obesity, and hair loss. As a rapidly growing company serving over 500k patients across two geographies, we offer a unique opportunity to make a meaningful impact in healthcare.
Role Summary
- Perform regular quality assurance audits to ensure compliance.
- Provide feedback and coaching to team members.
- Design and deliver training programs based on operational insights.
Role Requirements
- At least 1+ year in a training, coaching, or quality assurance role.
- Understanding of customer service operations and performance metrics.
- Experience with customer service platforms such as Zendesk is a plus.
Benefits
- 25 days holiday, plus bank holidays.
- Hybrid working arrangement.
- Private medical insurance.
- £400 annual Learning & Development budget.
- Gym & Wellness benefit with Wellhub.
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.
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.
Job requirements 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.
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.
