Quality Monitoring Specialist
Quality Monitoring Specialist
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Job Description
The Role: Quality Monitoring Specialist
Were looking for a detail-oriented Quality Monitoring Specialist to ensure our Customer Support and Calls teams deliver the highest standards of service.
In this role youll spend around 70% of your time monitoring and reviewing quality and 30% using insights to drive improvement. Youll partner closely with Managers the People team Safeguarding and the Senior Ops Systems & Capacity Specialist to identify trends design targeted training and influence continuous improvement across our services.
This is a proactive role where youll take a focused approach using both qualitative and quantitative data to dive deep into priority areas run sprints to move the dial on specific outcomes and ensure consistent high-quality support for our members.
What Youll Be Doing
Quality Monitoring (70%)
- Conduct high-volume reviews of calls chats and written responses across the Customer Support and Calls teams using our established quality framework while continuously seeking opportunities to refine and simplify it.
- Take a targeted approach to quality monitoring focusing on priority areas such as subscription types or service lines where CSAT or performance trends indicate a need for deeper analysis.
- Identify individual and team strengths and growth opportunities through detailed listening and review ensuring insights are connected back to line managers for action.
- Lead regular calibration sessions with managers and key stakeholders to ensure quality assessments are consistent and aligned across the business.
- Document and maintain clear records of quality assessments supporting robust insight-gathering and trend analysis.
Insights & Continuous Improvement (30%)
- Partner with the Senior Ops Systems & Capacity Specialist to link qualitative insights with quantitative data creating a full picture of performance and member experience.
- Produce monthly quality reports for managers and leadership highlighting themes actionable insights and recommended improvements.
- Design and occasionally deliver targeted training sessions (quarterly with lighter monthly touchpoints) to address recurring themes or emerging knowledge gaps.
- Proactively identify trends or recurring issues in customer interactions that may signal a product challenge knowledge gap or process inefficiency ensuring these are escalated to the right stakeholders for resolution.
- Collaborate with Safeguarding People Ops and Product teams to ensure any quality-related risks are addressed and opportunities for service improvement are captured.
Requirements
What Were Looking For
- Previous experience in a quality monitoring or customer support role ideally in a health-tech or service environment.
- Strong listening observation and analytical skills with attention to detail.
- Ability to provide constructive feedback that supports individual and team development.
- Experience in designing or delivering training interventions.
- Excellent communication and stakeholder management skills.
- Comfort working with qualitative data and turning insights into actionable improvements.
- A growth mindset with the curiosity to refine processes and keep things simple.
- Collaborative and proactive with the confidence to make recommendations and influence change.
Benefits
What We Offer
- An exciting job at a health-tech startup. Youll be able to see first-hand the impact that we have on improving thousands of peoples lives and tackling the type 2 diabetes and obesity epidemic on a daily basis
- A competitive salary alongside share options in a growing and profitable health-tech company
- 25 days holiday plus national holidays
- 2 days/week in our London office (for most core roles)
- Remote flexibility: work from abroad up to 4 weeks at a time (within 2-hour UK time zone)
- 200/year professional development budget plus extra for role-specific training
- Salary Sacrifice and Cycle to Work schemes
- Quarterly in-person socials and company meet-ups
- A friendly mission-driven team where your work really matters
Required Experience:
Unclear Seniority
Employment Type
Full-Time
