Quality Assurance Consultant
Full time, Permanent
What you’ll be doing
In this role, you will be responsible for ensuring that our products and services are assessed and processed accurately and consistently contributing to an exceptional customer experience for our customers in line with business process and policy improvements within Bupa Insurance Limited. You will also assist with delivering constructive feedback to our internal Customers to ensure standards in compliant member interactions are improved and maintained, and that fair outcomes and excellent standards of service are delivered to our customers
What’s a typical day?
A typical day involves reviewing 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. As well as identifying interactions containing non-conformances and breaches and providing appropriate feedback to the management team to discuss where improvements can be made. You will do this by supporting the delivery of ongoing and improved customer service; escalating issues and identifying common trends in line with existing frameworks, focusing on preventing issues in the future.
Who we’re looking for?
The ideal person will be proactive, self-motivated, willing to use initiative and think independently. Someone with sound understanding of customer insight and excellent communication skills with the ability to liaise and communicate with management and staff. Additionally, they will have the ability to analyse each interaction and make decisions with confidence, occasionally defusing difficult and emotional situations. Experience within Customer Services QA, Regulated Sales QA or other previous Quality Assurance experience is ideal, but not essential.
Bupa’s purpose is helping people live longer, healthier, happier lives. Our status, as a company limited by guarantee with no shareholders, enables us to make our customers our focus, reinvesting our profits to provide more and better healthcare for current and future customers.
We employ over 84,000 people, principally in the UK, Australia, Spain, Poland, Hong Kong, Chile, Brazil, Saudi Arabia, India, New Zealand, Thailand and the US.
Around 70% of our revenue is from health insurance, with the rest from health and care provision. We fund healthcare around the world and run clinics, hospitals, dental centres, care homes and retirement villages in a number of countries.