At a Glance
- Tasks: Lead quality assurance and training initiatives to enhance customer support services.
- Company: Optum, a global leader in health technology and care.
- Benefits: Hybrid work model, comprehensive benefits, and career development opportunities.
- Why this job: Make a real impact on health outcomes while fostering a culture of growth.
- Qualifications: Experience in training or coaching with strong organisational skills.
- Other info: Join a diverse team committed to advancing health equity globally.
The predicted salary is between 36000 - 60000 £ per year.
Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.
We’re recruiting for a Quality and Training Manager to join our collaborative Customer Support team on a permanent basis. In this pivotal role, you will champion the delivery of exceptional service standards across the organisation. You’ll lead the development and implementation of quality assurance frameworks, design and deliver engaging training programmes, and drive continuous improvement initiatives that make a real difference. This is a fantastic opportunity to shape success across our business and enhance the experience of our customers.
Please note: This is a hybrid role based in Leeds, requiring office presence 2 days per week, which may increase depending on training needs.
What You’ll Do
- As a Quality and Training Manager at Optum, you will be instrumental in embedding quality assurance frameworks and initiatives across our support function.
- You will design and deliver training programmes that align with our quality goals and business priorities.
- You’ll collaborate cross-functionally to support the rollout of new products and features, ensuring training and quality planning are seamlessly integrated.
- Working closely with department heads, you will identify performance gaps and improvement opportunities.
Primary Responsibilities
- Monitoring and evaluating service delivery through regular call reviews and feedback.
- Conducting training needs analysis and assessing the impact of training interventions.
- Maintaining and updating the skills matrix to reflect current capabilities and development needs.
- Creating and managing documentation such as process guides and learning materials.
- Tracking and analysing quality trends, producing reports and dashboards to support decision-making.
Who You’ll Be
You will be passionate about delivering interactive, quality-led training that meets the needs of both our customers and our teams. With a background in training or coaching, you will bring energy, insight, and a commitment to continuous improvement. You will be a confident communicator and collaborator, able to work across departments to solve challenges and elevate performance. Your inquisitive nature and ability to give constructive feedback will help foster a culture of growth and excellence. You will be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role, as well as providing development for other roles you may be interested in.
Required Qualifications
- Demonstrated ability to be highly organised and thrive in dynamic environments.
- Demonstrated ability to take ownership of quality and training outcomes.
- Proven ability to create a positive and inclusive learning environment.
- Demonstrated ability to share knowledge and best practices across teams.
- Proven ability to drive innovation in training and quality processes.
Quality and Training Manager employer: Optum
Contact Detail:
Optum Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Quality and Training Manager
✨Tip Number 1
Network like a pro! Reach out to current employees at Optum on LinkedIn or through mutual connections. A friendly chat can give us insider info about the company culture and maybe even a referral!
✨Tip Number 2
Prepare for the interview by researching common questions for Quality and Training Managers. We should also think about how our past experiences align with their goals, especially around quality assurance and training delivery.
✨Tip Number 3
Showcase our passion for continuous improvement! During interviews, we can share specific examples of how we've driven change in previous roles. This will highlight our commitment to enhancing customer experiences.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure our application gets seen by the right people. Plus, it shows we’re serious about joining the Optum team!
We think you need these skills to ace Quality and Training Manager
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in quality assurance and training. We want to see how your skills align with the role of Quality and Training Manager, so don’t hold back on showcasing your relevant achievements!
Show Your Passion: Let your enthusiasm for delivering quality-led training shine through in your application. We’re looking for someone who’s genuinely excited about making a difference, so share any personal stories or experiences that reflect your commitment to continuous improvement.
Be Clear and Concise: When writing your application, keep it clear and to the point. Use bullet points where possible to make it easy for us to read. Remember, we appreciate well-structured applications that get straight to the heart of your qualifications and experiences.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen to join our team at Optum!
How to prepare for a job interview at Optum
✨Know the Company Inside Out
Before your interview, take some time to research Optum thoroughly. Understand their mission, values, and the specific role of a Quality and Training Manager. This will not only help you answer questions more effectively but also show your genuine interest in the company.
✨Prepare for Scenario-Based Questions
Expect to be asked about how you've handled training or quality assurance challenges in the past. Prepare specific examples that highlight your problem-solving skills and ability to drive continuous improvement. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Showcase Your Collaborative Spirit
Since this role involves working cross-functionally, be ready to discuss how you've successfully collaborated with different teams in previous roles. Highlight your communication skills and how you’ve fostered a positive learning environment, as this aligns with Optum's focus on teamwork.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions prepared. Inquire about the current quality assurance frameworks in place or how success is measured in the training programmes. This shows your proactive attitude and eagerness to contribute to the team.