Quality Assurance Analyst

Nuffield Health; Epsom; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

Nuffield Health is seeking a Quality Assurance Analyst for a fixed-term contract in Epsom. The role emphasizes a customer-focused approach to ensure quality across service interactions. Successful candidates will bring strong analytical and stakeholder management skills, alongside a commitment to compliance and continuous improvement.

Benefits

Free gym membership

Health assessments

Retail discounts

Pension options

Qualifications

• Experience monitoring and evaluating calls and other interactions.
• Strong analytical skills and Management Information reporting experience.
• Ability to ensure compliance with regulatory requirements.

Responsibilities

• Provide an overview of quality delivered in customer contact.
• Monitor omni-channel interactions to meet quality standards.
• Build relationships with stakeholders to maintain quality consistency.

Skills

Customer Service

Analytical Skills

Communication

Stakeholder Management

Job description

Quality Assurance Analyst

Epsom/Hybrid︱Contact Centre︱Fixed Term Contract till end of 2025︱Full-Time

Competitive salary available, depending on experience with excellent company benefits

37.5 hours per week

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.

We are looking for a Quality Assurance Analyst to provide a clear and detailed overview of the quality that is delivered in areas of our business that specialise in customer contact.

The work of the quality team covers all forms of interaction, be it service quality over the phone, written communication via email or chat channels, tone of voice across assisted and unassisted AI channels and the impact on customer experience across all customer contact channels.

As a Quality Assurance Analyst, you’ll bring:

• A passion for customer service as an essential skill, the customer journey needs to be at the centre of all our conversations.

• Experience monitoring and evaluating calls, written correspondence, and other omni-channel interactions to ensure they meet or exceed set quality standards.

• Ensuring compliance with regulatory requirements, identifying improvement areas and delivering constructive feedback that emphasizes continuous improvement are all key requirements.

• Building and maintaining strong relationships with relevant stakeholders to ensure that quality is standardised, consistent and aligned with business needs will also be fundamental to this role so having excellent communication and stakeholder management skills is paramount.

• The Quality Assurance Analyst will balance their astute understanding of customer service with the ability to record, maintain and report actionable data, as the position will require excellent analytical skills and Management Information reporting experience.

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. Here, you can choose from a range of fitness, lifestyle, health and fitness wellbeing rewards, such as free gym membership, health assessments, retail discounts and pension options.

At Nuffield Health, we take care of what’s important to you.

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.

Apply today… It starts with you.