Data Analytics Manager

7 days ago

London, Greater London, United Kingdom Bupa Full time

Job Overview:

This is a vital role within our UK support functions, where you will play a key part in helping our customer-facing colleagues deliver exceptional standards of customer service and patient care.

We are looking for an experienced data analytics professional to join our team as a Data Analytics Manager - QA. In this role, you will utilise complex and diverse data to develop appropriate samples, create workflow and team forecasts, and build work schedules for a large Quality Assurance function.

You will provide both prescriptive and predictive trending and analysis on QA data outputs to ensure a workable, dynamic QA model is in place, minimising risk and maximising business opportunities.

The Role:

  • Take ownership of the QA sampling tool and maintain/enhance it over time.
  • Use Quality Assurance outcome data to create, maintain, and adjust risk profiles for circa 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.
  • Create and maintain colleague risk profiles, ensuring information is accurate and up-to-date and can be easily utilised by the Quality Assurance team to perform their role.
  • Analyse both 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 the team managers to ensure there are appropriate levels of resource across the QA function.
  • Directly and by leading delivery through the team, acquire data from source systems and produce a range of scheduled and ad-hoc MI for a wide business audience (to Director Level), ensuring work meets the customer's business needs, is timely, clear, and accurate, effectively presented and easy to interpret.
  • Be responsible for the daily line management, growth, and development, and performance management of the Scheduling and MI Analysts.

Key Skills/Qualifications Needed for This Role:

  • Experience of using Quality Assurance IT platforms, specifically Quality Monitoring and Speech Analytics modules. Experience of working with the Verint AQM platform would be ideal but not essential.
  • Strong knowledge of SQL.
  • Extensive expertise in Microsoft Excel, Access, and Power BI.
  • Previous experience of supporting the planning for a large team within a multi-site environment.
  • Good knowledge around FCA regulation, ICOBS, and TCF Principles.
  • Effective listening and questioning skills.
  • Self-motivated with the ability to plan and prioritise multiple tasks whilst working to tight deadlines.
  • Credible and professional, with an ability to influence stakeholders at every level.

About Our Benefits:

We offer a comprehensive benefits package, including health insurance, pension scheme, annual bonus, and various other benefits to support your wellbeing and career growth.

Why Bupa?

We're a health insurer and provider, driven by a shared purpose – helping people live longer, healthier, happier lives and making a better world. We make health happen by being brave, caring, and responsible in everything we do.

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