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Business Intelligence and Quality Assurance Manager
1 month ago
This exciting opportunity exists within our UK support functions, where you will play a pivotal part in delivering exceptional customer service and patient care.
As an experienced Business Intelligence and Quality Assurance professional, you will oversee a team of 2 and utilise complex data to develop strategic insights, create forecasts, and build work schedules for a large Quality Assurance function.
You will provide prescriptive and predictive trending and analysis on QA data outputs to ensure a dynamic QA model is in place, minimising risk and maximising business opportunities.
Your Key Responsibilities
- Maintain and enhance the QA sampling tool over time.
- Create and manage risk profiles for approximately 1,600 colleagues across UK Customer and Sales, ensuring they receive the appropriate volume and variety of QA interventions using our in-house risk-based QA model.
- Analyse real-time and retrospective data to respond to perceived risks/trends and/or changes in regulation that may alter the business risk appetite.
- Be responsible for team capacity planning, resource scheduling, and shift optimisation, working closely with team managers to ensure optimal resource levels across the QA function.
- Acquire data from source systems and produce MI for a wide business audience (to Director Level), ensuring work meets customer needs, is timely, clear, and accurate, effectively presented, and easy to interpret.
- Manage daily line management, growth, development, and performance management of the Scheduling and MI Analysts.
Skill Requirements
- Experience with Quality Assurance IT platforms, specifically Quality Monitoring and Speech Analytics modules.
- Strong SQL knowledge.
- Extensive expertise in Microsoft Excel, Access, and Power BI.
- Previous experience supporting team planning in a multi-site environment.
Compensation Package
We offer a competitive salary of £45,000 - £50,000, dependent on experience and location, plus a 10% bonus. Our benefits package includes 25 days holiday, increasing through length of service, Bupa health insurance, an enhanced pension plan, life insurance, annual performance-based bonuses, onsite gyms or local discounts, and various other perks.
About Us
Bupa is a leading health insurer and provider. Our people are driven by a shared purpose – helping people live longer, healthier, happier lives and making a better world. We value diversity and champion inclusivity, offering a guaranteed interview to disabled applicants who meet minimum criteria. Join us in making a positive impact and help us create a better world for everyone.
