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For Companies At a Glance
- Tasks: Design and lead training programmes to ensure top-notch customer service quality.
- Company: Join Numan, a fast-growing health tech company transforming patient care.
- Benefits: Enjoy share options, generous holiday, health insurance, and flexible working.
- Why this job: Make a real impact on patient interactions and empower your team from day one.
- Qualifications: Experience in QA and training design, preferably in customer service.
- Other info: Diverse and inclusive workplace with excellent career growth opportunities.
The predicted salary is between 36000 - 60000 £ per year.
About Numan
Founded in 2018, we have already grown to be a 300+ team distributed across the globe, united by a singular mission: empowering people to take control of their health. Numan is transforming health: we have built a cutting-edge platform that integrates diagnostics, medication, supplements, digital programmes, and doctor consultations, giving people the tools they need to maximise life.
To deliver on our transformative mission, we are guided by our 5 company values:
- Patients first.
- Learn Fast.
- Own the quality.
- Succeed together.
- Care deeply.
Backed by top-tier investors, Numan is already having a positive impact on hundreds of thousands of patients here in the UK, and we want you to help us deliver this mission!
The Role
We are seeking a highly skilled Training & Quality Manager to design a best-in-class onboarding and training programme and lead the quality assurance (QA) process for our Customer Operations team. This is a high-impact role where you will ensure every patient interaction meets the highest standards of care, safety, and service, while empowering agents to succeed from day one. You will turn customer feedback and operational data into actionable insights, enhance agent performance, and scale our operations with quality and consistency.
You will be:
- Designing and refining a QA framework, including scorecards, processes, and systems across all channels (phone, email, chat).
- Leading the QA process: evaluating interactions, providing calibrated feedback, and ensuring compliance with standards.
- Analysing QA results to identify trends, root causes, and opportunities for improvement.
- Translating data into actionable insights for training programmes and quality processes.
- Implementing a new QA platform with pilot testing, role training, and phased launch.
- Developing a best-in-class onboarding program for new agents.
- Driving continuous learning through training modules on processes, products, compliance, and soft skills.
- Coaching Customer Care Team Leads to enhance their team management and coaching capabilities.
- Conducting regular evaluations to address individual and team-wide development needs.
We are looking for someone who:
- Has experience in QA and training program design in customer service operations.
- Has worked in fast-paced startups or scale-ups.
- Is proficient with customer service platforms (e.g., Intercom, Zendesk) and quality management tools.
- Is data-driven: ability to analyse QA metrics, KPIs, and trends to improve outcomes.
- Has understanding of customer satisfaction drivers and performance metrics.
It’s a bonus if you have:
- Experience in regulated industries or MedTech.
- Familiarity with AI-driven tools and process automation.
- Background in vendor partner management for onboarding or training.
Our benefits include:
- Share options.
- 25 days holiday, plus bank holidays (increasing to 30 the longer you stay with Numan).
- Health insurance with Vitality.
- Enhanced maternity and parental leave.
- Nursery benefit provided by YellowNest.
- Employee assistance programme (access to therapy, financial planning and discounts).
- Generous pension (includes both employee and employer contributions).
- Flexible working options, including a dog-friendly office in Farringdon.
- Personal training and development budget via Learnerbly.
- Wellhub membership, giving you access to over 2,000 locations in the UK.
- Cycle to work scheme.
- Season ticket loan.
- % Discount on Numan products for your friends and family.
- Paid volunteering days.
- An additional 2 weeks off once you reach your 5th anniversary with Numan.
Diversity at Numan
At Numan, people are at the heart of who we are. We recognise and value the unique perspectives and experiences that individuals from all backgrounds bring. We promote innovation and creativity, enabling us to tackle things from various viewpoints and are committed to equal opportunities and continuously strive to create a workplace where everyone feels respected, heard, and valued. Embracing diversity isn’t just our goal; it’s our strength, driving us towards a more inclusive future.
Training and Quality Manager in London employer: Numan Operations Limited
Contact Detail:
Numan Operations Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Training and Quality Manager in London
✨Tip Number 1
Get to know Numan's mission and values inside out. When you’re chatting with us, show how your experience aligns with empowering people to take control of their health. It’s all about connecting your story to our goals!
✨Tip Number 2
Practice makes perfect! Before any interview, run through common questions and think about how you can highlight your QA and training experience. We want to see how you can bring your skills to our Customer Operations team.
✨Tip Number 3
Don’t just wait for the interview; engage with us on social media or through our website. Show your enthusiasm for the role and the company. A little proactive outreach can go a long way in making you stand out!
✨Tip Number 4
Be ready to share specific examples of how you've used data to drive improvements in past roles. We love data-driven insights, so come prepared to discuss how you’ve turned numbers into actionable strategies!
We think you need these skills to ace Training and Quality Manager in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Training and Quality Manager role. Highlight your experience in QA and training program design, and show us how you align with our values at Numan.
Showcase Your Data Skills: Since we’re looking for someone who’s data-driven, don’t forget to include examples of how you've used data to improve customer service outcomes. We want to see your analytical side shine!
Be Authentic: Let your personality come through in your application. We value authenticity and want to know what makes you tick. Share your passion for empowering people and how you can contribute to our mission.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity at Numan!
How to prepare for a job interview at Numan Operations Limited
✨Know Numan Inside Out
Before your interview, make sure you dive deep into Numan's mission and values. Understand how they empower people to take control of their health and think about how your experience aligns with their goals. This will show that you're genuinely interested in the company and its impact.
✨Showcase Your QA Expertise
Be ready to discuss your experience in designing training programmes and quality assurance processes. Prepare specific examples of how you've improved customer service operations in the past. Highlight any data-driven decisions you've made that led to measurable improvements.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle feedback. Think of situations where you've turned customer feedback into actionable insights or improved team performance. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Emphasise Continuous Learning
Numan values learning fast and continuous improvement. Share examples of how you've fostered a culture of learning in previous roles. Discuss any training modules you've developed or implemented and how they contributed to team success. This will resonate well with their focus on empowering agents from day one.
