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Quality Assurance and Training Lead
2 months ago
Job Summary:
We are seeking an experienced Quality Assurance and Training Lead to support the success of our Patient Support Centre operation. The successful candidate will be responsible for providing high-quality training and development plans for our colleagues to deliver consistently high levels of customer service.
Key Responsibilities:
- Develop and implement training programs to identify and address employee development needs.
- Conduct Process Quality Assurance across all activities performed within the Patient Support Centre.
- Support the training of hospital colleagues involved in processes that interface with the Patient Support Centre operation.
- Collaborate with the General Manager to enable new processes to be adopted as part of our improvement program.
- Build and develop strong interpersonal relationships with team colleagues to promote a cohesive and integrated team.
- Identify areas of development and underperformance and drive improvement actions.
- Participate in process monitoring and process QA programs to identify business expectations and needs.
Requirements:
- Demonstrable experience in delivering complex training to new-to-role audiences.
- Evidence of improving customer service performance.
- Formal experience in Process Quality Assurance is a strong plus.
- Strong verbal and written communication skills in English Language.
- Time management skills.
- Ability to handle problems quickly and efficiently.
- Excellent knowledge of basic computer tools (e.g. Office 365, Internet, email).
- Leadership skills.
- Excellent motivator.
Benefits:
We offer a competitive salary and a comprehensive benefits package, including:
- 35 days annual leave inclusive of bank holidays.
- Employer and employee contributory pension with flexible retirement options.
- 'Spire for you' reward platform - discount and cashback for over 1000 retailers.
- Free Bupa wellness screening.
- Private medical insurance.
- Life assurance.
Our Values:
We are proud of our heritage in private healthcare and our values as an organisation:
- Driving clinical excellence.
- Doing the right thing.
- Caring is our passion.
- Keeping it simple.
- Delivering on our promises.
- Succeeding and celebrating together.
