Training and Quality Assurance Manager

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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.

We are destigmatising how people approach their health by offering easy access to diagnostics, a holistic range of treatments, ongoing care and medical advice, as well as a community to help proactively improve one’s health and wellbeing. A place that didn\’t exist until now.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Quality Assurance

• Industries

  Hospitals and Health Care

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