Head Office

Live Chat Quality Assurance Manager

Live Chat Quality Assurance Manager

Epsom | Hybrid Working | Fixed Term Contract: 6 Months | Full-TimeCompetitive salary available, depending on experience37.5 hours per week

At Nuffield Health, everything we give our patients, members and customers would not be possible without you. Your passion, your warmth, your drive to make a difference. Whether it’s driving connected health, helping the nation, transforming experiences, or building the career you want – we give you the support to do it all. Join our journey. It starts with you.

We are looking for an experienced Live Chat Quality Assurance Manager who will be responsible for monitoring and improving the performance, accuracy and quality of the chatbot and live agent interactions. This individual’s duties will include auditing the quality of human and chatbot‑generated responses and providing process improvements to our technical teams for the refinement of the chatbot for a best‑in‑class user experience, while ensuring all regulatory requirements are met and internal policies adhered to.

You should have:

• Experience with quality assurance monitoring of chatbot and human agent interactions

• Ability to work with technical teams to fix underlying live chat errors and increase chatbot containment rates

• Knowledge of defect management and process improvement with chatbots and live agents

• Journey design skills to review and improve the customer journey

• Experience ensuring regulatory requirements are met and internal policies adhered to

• Excellent interpersonal and influencing skills

Key Responsibilities:

• Audit chatbot-generated responses to verify accuracy against guidelines as well as chatbot tone of voice and conversational interaction quality

• Evaluate live agent webchats and ensure quality is achieved and is measured against set benchmarks

• Provide structured feedback to live agents and chatbot development teams to ensure continuous improvement and enhancement of the customer experience

• Continuously monitor chatbot performance, user feedback and identify areas of improvement

• Through chatbot and user interactions monitoring, identify and document any bugs and/or logical flaws or defects and provide feedback on corrective measures

• Work closely with technical teams to fix any underlying live chat errors and increase containment

• Build and maintain strong relationships with stakeholders from call quality assurance, customer services, service design and change, technology and learning and development

• Conduct/attend regular calibrations and feedback sessions to standardise quality scoring, provide insights and foster continuous improvement

• Stay up to date with industry best practices and emerging trends in quality assurance, live chat, contact centre operations and customer experience

• Identify opportunities for process improvement, chat optimisation, enhanced customer satisfaction, improved business outcomes, increased containment and conversion

• Implement and monitor key performance indicators (KPIs) to track quality assurance metrics and measure success

• Prepare regular reports and presentations for management showcasing trends, improvements and areas requiring attention

• Maintain performance metrics to assess effectiveness of chat quality assurance efforts and track improvements over time

Helping you feel good.

We want you to love coming to work, feeling healthy, happy and valued. That’s why we’ve developed a benefits package with you in mind. Here, you can choose from a range of fitness, lifestyle, health and fitness wellbeing rewards, such as free gym membership, health assessments, retail discounts and pension options.

At Nuffield Health, we take care of what’s important to you.

If you like what you see, why not start your application now? We consider applications as we receive them and reserve the right to close adverts early (for example, where we have received an unprecedented high volume of applications). So, it’s a good idea to apply right away to ensure you’re considered for this role.

Apply today… It starts with you.

Rewards & Benefits

Helping you be and feel your best.

Annual Leave

25 days + Bank Holidays, increasing to 27 days after 5 years and to 30 days after 10 years of service.

Nuffield Health Healthcare Plan

Membership is free for employees and you can add partner and dependants at your own cost.

*eligibility criteria applies.

Financial Wellbeing

A range of employee benefits through a Financial Wellbeing provider – including affordable loans repaid through salary, access to your pay when you need it, simple savings, a government Help to Save scheme and money insights.

Cycle to Work Scheme

Save money, get fit and reduce your carbon footprint by taking advantage of this tax-efficient scheme to get a new bike.

Gym Membership

Free membership to any Nuffield Health gym, plus discounted memberships for family members.

Online GP

Discounted access to secure video and telephone GP consultations and a suite of healthcare management tools, provided by digital healthcare company Doctor Care Anywhere.

Relevant Stories

Sharing memorable experiences.

Hints & Tips

Help with your application.

Once you’ve found the right role for you, you can apply online. All you need to do at this stage is submit your CV, a covering email, and a few personal details.

Our recruitment team screens all of the applications we receive. So, if they see that you’ve got the right sort of skills and experience needed for the role, your details will be passed on to the relevant hiring manager. Then, if you fit all the criteria at this stage, you’ll be invited to take part in a video, telephone or face-to-face interview.

CV

Think about the skills and qualities asked for in the job description and show how you’ve applied those same skills and qualities in other roles. Focus on the things that will make us want to see more of you.

Covering email

Your CV will contain details about why you’d be a good fit for the role, but it’s well worth adding a short, snappy paragraph pulling out the two or three most compelling reasons as to why you’d be perfect for the job in your covering email..

Video interview

The video interview lasts 15-20 minutes if you get to this stage. On the day, look the part, be aware of your surroundings and practice your answers to feel prepared. Most of all, relax and be yourself.

DBS Checks

Some of our roles require a DBS check and they are processed through the Disclosure and Barring Service (DBS) as part of the recruitment process. These checks are to assist employers in making safer recruitment decisions. However, a check is just one part of robust recruitment practice.

Documents

You could be asked to provide proof of vaccinations as part of our Occupational Health pre-employment screening. We know it can be time consuming to get this information if you don’t already have it to hand, so we encourage you to start preparing this information to avoid any delays to the onboarding process.

Your current studies

If you are currently undertaking any strudies, education or apprenticeships, its worth noting there are some training provider we're not partnered with, and therefore potentially unable to support your continued learning. Ensure you share this at interview and for queries contact psc@nuffieldhealth.com

Feedback on applications

Due to the volume of applications we receive we are unable to provide individual feedback from an inital application.