Senior QA, L&D & Enablement CS Manager

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, transform them into best‑in‑class scalable systems, and directly raise the bar on agent performance, customer experience & compliance across a fast‑scaling, regulated HealthTech environment. You will operate as a credible hands‑on leader: equally comfortable setting strategy and executing it. You will partner with CS Leadership, Team Leaders, Operations, Clinical teams & Vendor Management, and 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?

• 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).

HeliosX is an equal opportunities employer.