Total 34 Quality Assurance / Control job vacancies in Egham, Surrey

Senior Quality Assurance Manager - Business Services

Hybrid/Epsom - minimum 2 days per week | Business Services | Permanent | Full-Time: 37.5 hours

Competitive salary, depending on experience

Nuffield Health is the charity that's building a healthier nation, one day at a time. From award-winning hospitals and leisure facilities to flagship community programmes - we'll do whatever it takes to look after the UK's wellbeing. It starts with passion and commitment to quality. It starts with you.

The Senior Quality Assurance Manager plays a pivotal role in ensuring the highest standards of overall quality within Business Services. They will set the standards, drive awareness and calibration, and ultimately assure that the work of our broader teams within Business Services reflects those standards. They will lead a team of Quality Analysts that will cover the full scope of all customer contact work spanning all current and future channels. They will set up mechanisms for governance and review that will ensure that our teams are compliant with all regulatory requirements and ensure clear guidelines and templates for customer engagement are created.

As our Senior Quality Assurance Manager, you will:

• Define, develop, and maintain quality standards for customer interactions, both verbal and written, within Business Services. Regularly reviewing and updating the processes and guidelines to align with industry best practices and evolving customer needs.

• Drive adherence to established quality standards by providing ongoing feedback, coaching, and training to Business Services teams.

• Manage a team of 3 Quality Assurance Analysts, providing guidance, support, and mentoring. Ensuring a positive and collaborative team culture that emphasizes continuous improvement and a commitment to excellence.

• Collaborate with the Quality Assurance team to analyse and evaluate customer interactions, identifying areas for improvement, and providing actionable insights and recommendations to Business Services leadership and relevant stakeholders to enhance customer experiences.

• Consult with Training and Development teams to design and deliver targeted training programs for front line Business Service teams, focused on improving quality and customer service skills. Where appropriate, upskilling teams to positively impact overall performance and implement initiatives accordingly.

• Develop and maintain performance metrics to assess the effectiveness of quality assurance efforts and track improvements over time. Preparing regular reports and presentations for management, showcasing trends, improvements, and areas requiring attention.

The work of the quality team will cover all forms of interactional quality, be it service quality over the phone, written communication over emails or chat channels, tone of voices across assisted and unassisted AI channels, and the impact on customer experience across all customer contact channels. They will use insight to drive changes within Business Services to ensure our services are always improving and that we are able to highlight areas that require change within and outside of Business Services to enable our colleagues to deliver to the best of their abilities.

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. From free private healthcare to gym membership, a cycle to work scheme and more. At Nuffield Health, we take care of what's important to you.

Join Nuffield Health and create the future you want, today.

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.

It starts with you.

Proud member of the Disability Confident employer scheme

Governance and Compliance ProfessionalSalary : Grade G £35,577 - £39,264 FTE
Hours: Up to full time (36 hours per week) all year round but we would consider part time and/or flexibly to undertake the role for the right candidate.
To start: January 2024
This role has opportunities for flexibility in terms of hours, weeks worked and location. Flexibility will be needed in order to be able to attend evening meetings as required.
The governance and compliance professional will be responsible for overseeing all aspects of governance effectiveness and compliance within the Trust and will be accountable to the board of Trustees, ensuring good practice and ensuring that the Board meets its statutory and regulatory requirements. You will also be required to work closely with the five local governing bodies in the Trust, working effectively with the Headteachers and governors to ensure continuity, organise meetings and agendas and ensure the smooth running and organisation of all aspects of governance for the Trust.
The successful candidate will have excellent communication and organisational skills, be able to work independently and be able to organise their own time whilst working to strict deadlines. The role will include providing advice to the Board of Trustees and to the Local Governing Bodies on constitutional and procedural matters and providing effective administrative support.
The successful candidate will either have completed the Level 3 Certificate in the Clerking of School and Academy Governing Boards or be willing to complete the training within their first year in post.Closing date: Monday 27 November 2023 at 9.00 am
Interviews will be held: Week Commencing 4 December 2023
CVs and applications from agencies will not be accepted
Please note that we reserve the right to close this advert early for the right candidate.The successful applicant will be required to undertake an Enhanced DBS Disclosure. We are fully committed to protecting our pupils and staff and therefore have a rigorous and robust recruitment process that gathers evidence about a candidate’s suitability to work with children and have proactive safeguarding procedures in place.

Senior Quality Assurance Manager

Hybrid/Epsom | Business Services | Permanent | Full-Time: 37.5 hours

Competitive salary, depending on experience

Nuffield Health is the charity that's building a healthier nation, one day at a time. From award-winning hospitals and leisure facilities to flagship community programmes - we'll do whatever it takes to look after the UK's wellbeing. It starts with passion and commitment to quality. It starts with you.

The Senior Quality Assurance Manager plays a pivotal role in ensuring the highest standards of overall quality within Business Services. They will set the standards, drive awareness and calibration, and ultimately assure that the work of our broader teams within Business Services reflects those standards. They will lead a team of Quality Analysts that will cover the full scope of all customer contact work spanning all current and future channels. They will set up mechanisms for governance and review that will ensure that our teams are compliant with all regulatory requirements and ensure clear guidelines and templates for customer engagement are created.

As our Senior Quality Assurance Manager, you will:

• Define, develop, and maintain quality standards for customer interactions, both verbal and written, within Business Services. Regularly reviewing and updating the processes and guidelines to align with industry best practices and evolving customer needs.

• Drive adherence to established quality standards by providing ongoing feedback, coaching, and training to Business Services teams.

• Manage a team of 3 Quality Assurance Analysts, providing guidance, support, and mentoring. Ensuring a positive and collaborative team culture that emphasizes continuous improvement and a commitment to excellence.

• Collaborate with the Quality Assurance team to analyse and evaluate customer interactions, identifying areas for improvement, and providing actionable insights and recommendations to Business Services leadership and relevant stakeholders to enhance customer experiences.

• Consult with Training and Development teams to design and deliver targeted training programs for front line Business Service teams, focused on improving quality and customer service skills. Where appropriate, upskilling teams to positively impact overall performance and implement initiatives accordingly.

• Develop and maintain performance metrics to assess the effectiveness of quality assurance efforts and track improvements over time. Preparing regular reports and presentations for management, showcasing trends, improvements, and areas requiring attention.

The work of the quality team will cover all forms of interactional quality, be it service quality over the phone, written communication over emails or chat channels, tone of voices across assisted and unassisted AI channels, and the impact on customer experience across all customer contact channels. They will use insight to drive changes within Business Services to ensure our services are always improving and that we are able to highlight areas that require change within and outside of Business Services to enable our colleagues to deliver to the best of their abilities.

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. From free private healthcare to gym membership, a cycle to work scheme and more. At Nuffield Health, we take care of what's important to you.

Join Nuffield Health and create the future you want, today.

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.

It starts with you.

Proud member of the Disability Confident employer scheme

About the roleWe are seeking an enthusiastic Quality Officer to join our Quality team, based at our Richmond campus. This role aims to provide general and administrative support to our Quality department, which sustains excellence in learning and teaching by operating effective quality assurance systems.
Duties include administering quality assurance systems such as learner surveys and lesson observations, assisting in preparing the College for external inspection regimes, logging and processing data, coordinating the training and development programme, liaising with curriculum staff and overseeing compliance with internal and external requirements.
About youYou must be able to prioritise a busy and varied workload, use your initiative to solve problems, and have good attention for detail and accuracy. The ideal candidate will have previous administration experience, strong communication skills (written and verbal) and excellent IT competencies including using Word, Excel, Outlook and databases.