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Join Numan, a rapidly growing healthcare innovator, in a pivotal role as Training & Quality Manager for their Customer Operations team.
Overview
Salary
No salary declared 😔
Location
London, UK - Hybrid
Expires
Expires at anytime
Numan is a promising health-focused company, founded in 2018, that utilizes a comprehensive platform integrating several healthcare solutions. With over 300 people working globally, Numan strives to maximize life quality through their array of services.
Role Summary:
- Design and implement an excellent onboarding and training program for the Customer Operations team.
- Establish and manage the quality assurance (QA) framework to ensure the highest standards of care, safety, and service.
- Effectively analyze QA results to inform improvements to the training and quality processes.
- Implement a new QA platform and create an onboarding program for new agents.
- Drive continuous learning through various training modules.
Role Requirements:
- Prior experience in QA and training program design within customer service operations, preferably in fast-paced startups or scale-ups.
- Proficiency with customer service platforms like Intercom or Zendesk, and quality management tools.
- A data-driven approach and understanding of customer satisfaction drivers.
- Experience in regulated industries or MedTech, familiarity with AI-driven tools, and background in vendor partner management are desirable.
About Numan Founded in 2018, Numan has grown to a team of over 300 people distributed globally, united by the mission to empower individuals to take control of their health. We have developed a comprehensive platform that integrates diagnostics, medication, supplements, digital programs, and doctor consultations to maximize life quality. Our efforts are supported by top-tier investors, making a significant impact on patient care in the UK.
The Role We are seeking a highly skilled Training & Quality Manager to design and implement a top-tier onboarding and training program and lead the quality assurance process for our Customer Operations team. This role is crucial in ensuring that every patient interaction adheres to the highest standards of care, safety, and service. You will be responsible for creating and refining a QA framework, leading the QA process, analyzing results to improve training and quality processes, and implementing a new QA platform. Additionally, you will develop an onboarding program for new agents and drive continuous learning through various training modules.
Job Requirements The ideal candidate will have experience in QA and training program design within customer service operations, preferably in fast-paced startups or scale-ups. Proficiency with customer service platforms like Intercom or Zendesk and quality management tools is essential. A data-driven approach and an understanding of customer satisfaction drivers are crucial. Experience in regulated industries or MedTech, familiarity with AI-driven tools, and background in vendor partner management are considered bonuses.
Benefits Numan offers a range of benefits including share options, health insurance, enhanced maternity and parental leave, flexible working options, personal training and development budget, and more. Employees also enjoy discounts on Numan products, paid volunteering days, and additional time off for long-term service.
Diversity at Numan At Numan, we value diversity and are committed to creating an inclusive environment where all employees feel respected, heard, and valued. We believe that embracing diversity enhances our innovation and creativity, driving us towards a more inclusive future.
