Live Chat Quality Assurance Manager

Live Chat Quality Assurance Manager

Epsom | Hybrid Working | Fixed Term Contract: 6 Months | Full-Time
Competitive salary available, depending on experience
37.5 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.