Manual

We are seeking a proactive, strategic, and detail-oriented Training and Quality Assurance Manager to lead and grow our Patient Experience Global Team. In this role, you’ll drive continuous improvement by overseeing the quality audit process, designing and delivering targeted training, and providing coaching to team members at all levels. You’ll play a pivotal role in embedding a culture of excellence and patient-first values, ensuring our team is equipped to deliver outstanding service and support.

The ideal candidate will combine a passion for learning and development with a sharp eye for quality, strong leadership skills, and the ability to enhance patient satisfaction through operational improvements. This is a perfect opportunity for someone with a solid background in learning and development or training, and a proven ability to lead, develop, and deliver high standards of care.

What you'll do

Leadership & Team Development

• Lead and manage a growing, cross-functional Training and Quality Global Team, fostering a culture of continuous improvement, collaboration, and patient-first values.
• Provide coaching, mentorship, and professional development to team members, ensuring high engagement, performance and growth.
• Collaborate with leadership to define team goals, KPIs and objectives to deliver outstanding service
• Cultivate an inclusive, welcoming environment where team members are empowered to grow and succeed.

Quality Assurance & Continuous Improvement

• Oversee and monitor regular quality assurance auditing process to ensure compliance with company standards, procedures and tone of voice.
• Lead calibration sessions to maintain consistency and high standards across the team.
• Analyse audit results to identify trends, gaps, and areas for improvement, sharing actionable insights with senior leadership.
• Enhance and streamline QA processes and tools to boost team efficiency and patient satisfaction.
• Use data-driven insights to propose and implement improvements in training programs, workflows, and the overall patient experience.
• Lead by example, ensuring that your own engagement with processes reflects our commitment to quality and best practices.

Training & Onboarding

• Design and deliver engaging, data-driven training programs based on operational insights and performance metrics.
• Lead 1:1 coaching and group workshops to address individual and team-wide development needs.
• Lead on process and change management, ensuring accuracy, completeness and adoption of all processes.
• Design a best-in-class comprehensive and engaging onboarding program for new team members, providing hands-on support, development and integration into the team
• Monitor progress of new hires, delivering continuous coaching and feedback to ensure smooth transitions and high performance.

Who you are

• Passionate about Learning & Development: You are committed to building a culture of continuous learning and growth, both for yourself and your team.
• Quality-Focused: You’re detail-oriented and driven to uphold the highest standards of patient care and satisfaction.
• Leadership & Coaching Skills: You have strong communication, coaching, and mentoring skills, with experience leading and developing geographically distributed teams.
• Analytical & Strategic Thinker: You’re skilled at interpreting data, identifying trends, and implementing solutions that drive performance and improve processes.
• Organised & Adaptable: You excel at balancing multiple priorities in a fast-paced, dynamic environment.
• Collaborative & Independent: You thrive both as a team player and an independent leader, adaptable to working across cultures and time zones.

What we need from you

• Experience: At least 5+ years in a leadership role within training, coaching, or quality assurance, ideally within a customer service or patient experience environment.
• Team Leadership: Experience building and leading high-performing teams
• Customer Service Expertise: Strong understanding of customer service operations, performance metrics, and patient satisfaction drivers.
• Tech-Savvy: Proficiency with customer service platforms such as Zendesk is preferred, but a strong ability to quickly adapt to new technologies and tools is essential.
• Process Improvement Skills: Proven track record of enhancing training programs and QA processes to improve outcomes.
• Change Management Skills: Ability to roll out new processes quickly, at scale and with a high adoption rate

Why join us?

• A Growing, International Team: You’ll have the opportunity to lead, shape, and expand a dynamic global team
• Patient-First Focus: Our commitment to patient quality and satisfaction is at the heart of everything we do.
• Collaborative & Innovative Culture: You’ll work in an environment that values collaboration, innovation, and continuous improvement.
• Professional Growth: Opportunities for career advancement and professional development as the team and business grow.