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Quality Assurance Consultant - Service Team
Salford Quays or Staines
Full Time & Permanent
Salary range is from £27,000

This is an office based role but w e offer Hybrid working so once you have completed the initial training and are competent in your role you are given the freedom to work from home and maintain a great work life balance.

To be considered apply before 29th September 2023

Here you’ll be welcomed. We champion diversity and we understand the importance of our people representing the communities and customers we serve. You’ll find an inclusive environment where you can be yourself and where everyone is driven by the same purpose – helping people live longer, healthier, happier lives and making a better world.

Working as a Quality Assurance Consultant you’ll play a key part in helping our customer facing colleagues deliver exceptional standards of customer service.

You’ll have an opportunity to do work that matters. Making a difference to the lives of our customers each and every day.

Role Overview
You will ensure that our products and services are assessed and processed accurately and consistently contributing to a Good Customer Outcome and Experience for our customers in line with business process and policy improvements within Bupa.

What you’ll do:
• Develop an extensive knowledge of the current procedures and processes to ensure that all interactions are assessed accordingly.
• Review both real-time and retrospective member interactions to ensure they are handled in a regulatory compliant manner, using knowledge and experience to determine whether the member has received the correct outcome and whether the customer experience fits with Bupa brand.
• Support the delivery of ongoing and improved Customer Outcomes and Experience; escalating issues and identifying common trends in line with existing frameworks, focusing on preventing issues from happening in the future.
• Identify interactions containing non-conformances and breaches and provide appropriate feedback to the Commercial Management team to be discussed with individuals and addressed through corrective action plans.

What you’ll bring:
• Proven track record of delivering an excellent customer experience.
• The ability to set and achieve personal and team goals that deliver on Bupa’s strategic framework and business/functional goals.
• Strong attention to detail with the ability to analyse each interaction and make decisions with confidence, occasionally defusing difficult and emotional situations
• Excellent communication skills with the ability to liaise with management and staff.
• Organised and able to prioritise workload.
• Excellent problem-solving skills, initiative and the ability to make sound commercial

Why Bupa?

We are a health insurer and provider. With no shareholders, our customers are our focus. We reinvest profits into providing more and better healthcare for the benefit of current and future customers.

We are proud to announce that Bupa won two awards at the COVER Magazine Customer Care Awards. Including Best Health Insurance and Best Mental Health Support Service (Provider). We were also highly commended for the Best Marketing Team award.

Our benefits are driven by what matters to our people. It’s important to us that these benefits support a work-life balance that keeps people healthy, both mentally and physically, you’ll be eligible for:

• 25 days holiday, increasing through length of service, with option to buy or sell

• Bupa health insurance as a benefit in kind

• An enhanced pension plan, life insurance and income protection

• Annual performance-based bonus

• Onsite gyms or local discounts where no onsite gym available

• Various family friendly benefits

Diversity and Inclusion

Bupa is committed to making sure that every applicant is assessed solely on personal merit and qualifications. We actively celebrate the diversity of our colleagues and provide an inclusive environment so you can bring your true self to Bupa. We’ll make sure you are treated fairly regardless of disability or circumstance. That’s why we’re happy to offer reasonable adjustments as part of our recruitment process to anyone that needs them.

Whether you’ve found your feet or are discovering a new path.

Welcome to a place that celebrates you.

This isn’t where you've been.

This is where you're going.

This is what we have belief in.

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