Complaints, Quality Assurance Manager London, England
Job description
At Crisis24, A GardaWorld Company, we take a proactive approach to solving business challenges and our customers are at the heart of everything we do. It’s the reason we love rolling up our sleeves and getting down to work – and it’s why we’re so successful. It takes an entire team to stand behind something big. Interested?
Job Title: Quality and Training Manager
Location: London Bridge or Bournemouth
Department: Medical Assistance
Reporting to: Head of Operations EMEA
About Crisis24
Crisis24, is widely regarded as the leading integrated risk management, crisis response, consulting, and global protective solutions firm, and has recently expanded its operations, with Medical Assistance added to our Integrated Risk Management portfolio of services. With a combined expertise covering 55 years we now offer the full spectrum of medical solutions from medical advice, 24/7 medical assistance and proactive case management, to medical evacuation and repatriation services through medical service solutions dedicated to customers – a truly combined medical and security risk management industry leader.
Summary of the Role
The Quality and Training manager will ensure that the Quality strategy is aligned with the Quality Management System strategy as well as supporting the overall business needs. The role will manage all day-to-day quality activities for the assistance and claims team for our clients. This role will set the standard for the measurement of the customer experience – always seeking to drive continuous improvement through effective review and analysis of results, customer feedback, occurrences of non-conformance and audits.
The role will be critical in identifying training needs, developing training materials, delivering induction training as well as refresher training, ad-hoc training as and when required to the medical assistance team.
Outputs of this analysis and training delivery will include aligning people, training and quality assurance plans globally across all assistance centers to ensure best practice, whilst delivering on individual quality assurance projects and maintaining the business-as-usual activities. The Quality and Training Manager will also contribute to the positive performance of the operational teams through regular analysis and review of policies, training and procedures and making recommendations for improvement.
Main Responsibilities
- Create the QMS strategy through consultation with key Medical Assistance stakeholders including The Head of Operations, – Medical Assistance, Chief Medical Officer, Head of International Medical Networks, Training, and external partners.
- Establish and maintain, the Medical Assistance QMS structure including quality objectives and planning through management of the QMS sharepoint site, including establishing and reviewing all aspects of objectives, review mechanisms and improvement as directed by the Quality Management Group.
- Control document management of all procedures in line with international quality standards (i.e. ISO) and demonstrate to interested parties that a system exists leading to continual improvement and quality performance.
- Complaints handling management, including root cause analysis, and drafting complaints responses to clients
- Design and delivery of Customer Engagement and feedback Program ensuring all outputs feed into the QMS structure.
- Work with International Medical Networks in Quality control across all 3rd party network partners
- Assist with input on the development of a team of performance coaches and L&D resources
- Carry out training needs analysis to inform the learning and development strategy
- Align the Medical Assistance QMS function to ensure best practice and collaboration across all locations in line with Group Strategy
- Identify and assess future and current training needs based on QMS findings, new clients being onboarded
- Conduct effective induction and orientation sessions
- Maintain a keen understanding of training trends, developments, and best practices
- Monitor and evaluate training program’s effectiveness, success periodically and report on them
- Develop and maintain training materials to ensure training needs are met at all time
- Develop ad-hoc training at short notice
Skills & Competencies
- Ability to create a QA strategy through consultation with leadership teams
- Excellent facilitation and delivery skills
- Leadership and People Management
- Strong training and coaching style
- Ability to influence stakeholders at all levels
- Excellent communication skills
- Meticulous and attention to detail
- Data analysis
- Creative approach to design, delivery and problem-solving
- Excellent ability to multitask and work well under pressure
- Ability to work and lead a global virtual team
- Previous experience as a quality/ training manager working in Medical Assistance or insurance essential
- Proven ability in design and delivery of a range of Quality Management Systems
- Experience in creating Sharepoint environments and document management structures.
- Experience in people management
- Proven track record in driving customer experience improvements
- Proven ability in developing training materials and delivery training to various audience
- Experience in building a QMS plan that aligns to business objectives using a variety of information sources
This person will be confident in their ability to design and deliver excellent Quality Management frameworks alongside measurement of the customer experience and driving improvements. They will be able to create and communicate their strategy to a variety of audiences with assurance to demonstrate the value it will generate to the business. They will be passionate and tenacious about Quality Management as well as Training, and have a collaborative, thoughtful and considered approach. This person will be able to influence and persuade key stakeholders at senior level to move the Quality Management System forward.
Benefits
- Enhanced holiday entitlement
- Group Life Insurance
- Employee Assistance Program
- Incentive Bonus Scheme
- Group Pension Scheme
Crisis24, A GardaWorld Company is dedicated to equal opportunity in employment. We are committed to a work environment that celebrates diversity. We do not discriminate against any individual based on race, color, sex, national origin, age, religion, marital or parental status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any factors protected by applicable laws.
