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For Companies At a Glance
- Tasks: Design and lead training programmes while ensuring top-notch quality in customer interactions.
- Company: Join Numan, a fast-growing health tech company transforming patient care.
- Benefits: Enjoy flexible working, generous holiday, health insurance, and personal development budget.
- Why this job: Make a real impact on patient care and empower your team to succeed.
- Qualifications: Experience in QA and training design, preferably in customer service operations.
- 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’ve 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’ve 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.
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’ll turn customer feedback and operational data into actionable insights, enhance agent performance, and scale our operations with quality and consistency.
You’ll 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 programs 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’re 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 employer: Numan
Contact Detail:
Numan Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Training and Quality Manager
✨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 our goal of empowering people to take control of their health. It’s all about connecting your skills to what we care about!
✨Tip Number 2
Prepare for the interview by thinking about specific examples from your past roles that demonstrate your expertise in QA and training. We love hearing about real-life situations where you’ve made a difference, so be ready to share those stories!
✨Tip Number 3
Don’t just focus on your qualifications; show us your passion for customer service! Talk about how you’ve used data to drive improvements and how you can help our Customer Operations team deliver top-notch care.
✨Tip Number 4
Finally, apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in being part of our team at Numan.
We think you need these skills to ace Training and Quality Manager
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 like 'Patients first' and 'Succeed together'.
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 through!
Be Authentic: Let your personality come through in your application. We care deeply about our team culture, so share your passion for empowering people and how you can contribute to our mission at Numan.
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 to join our growing team!
How to prepare for a job interview at Numan
✨Know Numan Inside Out
Before your interview, take some time to really understand Numan's mission and values. Familiarise yourself with their approach to health and how they empower patients. This will not only help you answer questions more effectively but also show your genuine interest in the company.
✨Showcase Your QA Expertise
Be prepared to discuss your experience in quality assurance and training programme design. Bring 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 in performance.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle real-life situations. Think about how you would evaluate a customer interaction or implement a new training module. Practising these scenarios can help you articulate your thought process clearly.
✨Emphasise Continuous Learning
Numan values learning and development, so be sure to express your commitment to continuous improvement. Share examples of how you've driven learning initiatives in previous roles and how you plan to foster a culture of growth within the Customer Operations team.
