Senior QA, L&D & Enablement CS Manager in London

Ready to revolutionize healthcare, making it faster and more accessible than ever before? Founded in 2013 by Dwayne D’Souza, HeliosX was built on a simple but powerful idea: healthcare should be easier to access, faster to receive, and centred around the individual. From day one, we’ve grown without external funding; scaling profitably through technology, disciplined execution, and deep medical expertise. What started as a challenger idea has become one of the most significant healthcare platforms operating globally today.

We’ve earned the trust of millions of people worldwide through category-leading products and well-known brands, including MedExpress, Dermatica, ZipHealth, RocketRX, and Levity. A key driver of our success is vertical integration; we operate our own manufacturing and proprietary products, led by in-house medical teams, researchers, and pharmacists at the top of their fields. In 2025, HeliosX treated more than 1.7 million patients globally and reached £781m in revenue, representing +337% year-on-year growth and cementing our position as the clear market leader in the UK. That growth translates into real-world outcomes: our weight-loss treatments helped patients lose 8.5 million kilograms of excess weight in 2025 alone, contributing to an estimated 1,300 fewer cardiac events. This is growth with measurable, life-changing impact at scale.

Today, we operate across four international markets, with successful launches in Germany and Canada and continued expansion in the US. We were also recently recognised in the Sunday Times Top 100 fastest-growing tech companies, further validation of both our momentum and our ambition. Our ambition is to reach £1.6bn in revenue, expand from four to eight global markets and significantly broaden our condition and treatment portfolio. Over the coming years, you’ll help shape HeliosX into a truly world-leading healthcare partner; one that combines scale, speed, and clinical rigour to redefine how personalised care is delivered.

HeliosX is hiring its first Senior Quality & Enablement Manager. This is a high-ownership role sitting at the intersection of Learning & Development and Quality Assurance within Customer Care. You'll inherit foundational frameworks in both L&D and QA, alongside transforming them into best-in-class scalable systems, directly raising the bar on agent performance, customer experience & compliance across a fast-scaling, regulated HealthTech environment. You'll operate as a credible hands-on leader: equally comfortable setting strategy and executing it. Partnering with CS Leadership, Team Leaders, Operations, Clinical teams & Vendor Management. You'll also ensure quality and learning are consistently embedded across in-house and BPO delivery channels. This is an individual contributor role to start - with a clear trajectory toward building and leading a team.

What you’ll be doing:

• L&D Ownership: Take ownership of the existing L&D framework and evolve it into a scalable learning infrastructure — defining clear pathways from new hire onboarding through to continuous development and role progression. Establish training standards, governance, and documentation practices that hold across internal teams and BPO partners. Design and deliver onboarding programmes, change training, policy updates, and performance improvement initiatives that are practical, engaging, and fit for a regulated healthcare context. Own the L&D roadmap, keeping it aligned to business priorities, regulatory requirements, and QA findings.
• Quality Assurance Ownership: Take ownership of the existing QA framework and lead a structured review — redefining methodology, scoring rubrics, calibration processes, and governance from first principles. Ensure the QA framework reflects the standards of a regulated HealthTech environment: compliance, clinical safety, and customer experience all embedded. Run calibration sessions across internal teams and BPO partners, and own QA reporting — translating data into clear, actionable recommendations for CS Leadership. Drive QA as a performance lever, not a compliance exercise.
• Performance & Continuous Improvement: Build a closed feedback loop between QA findings and training design — quality data should directly inform learning priorities. Track and report on key metrics: QA scores, CSAT, resolution rate, training completion, and SLA adherence. Proactively identify capability gaps and design interventions before they become performance problems. Leverage AI across workflows wherever it can meaningfully elevate the CS organisation.

What you'll bring to the role:

• 5+ years across L&D and/or QA within a Customer Service or operational environment — with genuine depth in both disciplines, not just exposure.
• Proven experience designing QA frameworks from scratch or significantly overhauling existing ones — including methodology, calibration, and performance reporting.
• Strong instructional design and facilitation skills, with the ability to build training that lands across diverse audiences, geographies, and delivery channels.
• Analytical rigour — able to interpret quality and performance data and turn it into clear recommendations, not just reporting.
• Experience operating across in-house and BPO/outsourced delivery models (highly desirable).
• Background in a regulated environment — HealthTech, healthcare, fintech, or similar (strong advantage).
• International or global scope experience (strong advantage).
• The ability to influence and drive change without formal authority across a complex, cross-functional stakeholder environment.

Why work with us? At HeliosX, we want to improve healthcare for everyone, and to do this we need a team of brilliant people who share that ambition. We are currently a diverse team of engineers, scientists, clinical researchers, physicians, pharmacists, marketeers, and customer care specialists committed to our mission - but we need more talented folks to join us, if we want to achieve our global ambitions!

Aside from working with our all-star team, here are the other benefits of coming on board:

• 25 days holiday plus UK Bank Holidays (excluding two per year).
• Private health insurance, along with extra dental and eye care cover.
• Pension scheme.
• Enhanced parental leave.
• Cycle-to-work Scheme.
• Electric Car Scheme.
• Free Dermatica and MedExpress products every month, as well as family discounts.
• Home office allowance.
• Access to a Headspace subscription, discounted gym memberships, and a learning and development budget (alongside audible subscription).