CX & Quality Team Leader - Medi

Job Overview

Managing the Complaints Resolutions Team within Medi
24; implementation of complaints and quality governance for Medi
24; leading complaints resolution and ensuring complaints policy and procedure is adhered to; overseeing, monitoring and reporting on complaints, quality management, CIRS and Voice of Customer, and development of insights analysis on these topics, identifying key areas for improvement and working with Operations Management to implement changes.

• As the CX & Quality Lead for Medi
  24, you will manage the Complaints Resolution Team, and own the complaints process and adherence by the platform teams, managing the complaints process and resolution end-to-end, ensuring SLA’s and quality levels are maintained.
• Monitor complaints, quality, CIRS and Voice of Customer qualitative and quantitative metrics, leverage data and insights to identify trends and opportunities to improve processes and the customer journey.
• Maintain and update the departmental quality procedures and plans, ensuring that all key quality processes are documented, and the activity and resources required to support the quality program are planned and communicated to the Management Team.
• Work with the platform leads to consistently achieve agreed quality targets, to identify trends and root causes and identify corrective and preventative actions, build action plans, and track progress.
• Conduct regular reviews on quality checks within the platforms, to ensure there is consistency and transparency in the reviews and provide feedback, training and coaching to the quality teams.
• Lead and manage the team to achieve high performance by setting clear goals, providing regular feedback, and fostering a collaborative and motivating work environment.
• Work with the business to create action plans to address pain points and drive change, track owners, timelines and impact, creating a feedback loop with the Training team.
• Lead the monthly Medi
  24 Quality Forum, work with the Quality & Operational Excellence Manager to set the agenda and prepare content and presenters.
• Embed complaints, quality and VoC metrics into agent and team performance management, promoting a customer centric culture across the business.
• Work with the Health CX & Quality Team and Data Analytics Team to develop a suite of management reports to provide the Medi
  24 Management Team with data and insights to enable better decision making.
• Promote cross‑functional collaboration, communicate effectively to stakeholders and operational managers, and provide regular updates to the Health CX & Quality Team.
• Issue weekly and monthly KPI and insights reporting to the Medi
  24 Management Team and Europe Regional Head.
• Conduct analysis, identify and act upon trends, and present recommendations, work with the business to create action plans to address pain points and drive change.
• Work closely with the Global Complaints Lead, VoC Team and Quality & Operational Excellence Manager to align with the global model and frameworks for complaints, quality and VoC.
• Review and redesign the complaints resolution process end‑to‑end ensuring a customer focused and consistent approach, implement efficiencies and build insights reporting; move from individual case analysis approach to identifying trends, recurrent issues and areas for improvement.
• Own and review the CIRS process, ensuring assignment of cases to the relevant team/individual, tracking progress and actions, provide reporting and insights to the Operations Management Team.
• Leverage complaints, quality, CIRS and Voice of Customer data and insights to identify trends and opportunities to improve processes and the customer journey.
• Represent Medi
  24 CX & Quality at the CX Council, Global Quality Smart Circle and Complaints Governance Forum as required.
• Support internal and external audit processes by facilitating requirements, coordinating with relevant stakeholders, and ensuring timely and accurate responses to audit requests.
• Work effectively in an environment shaped by artificial intelligence (AI), machine learning, data analytics and cloud‑based tools, using insights responsibly with our standards of data governance,…