AI Quality Assurance Manager

Epsom | Hybrid Working | Fixed Term: 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 AI Quality Assurance Manager who will be responsible for monitoring and improving the performance and accuracy of the AI chatbot and quality of live agent interactions. This individual’s duties include auditing the quality of human and AI-generated responses, designing and implementing test plans and providing process improvements / requirements 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.

• Experience with quality assurance monitoring of chatbot and live agent interactions
• Expertise working with technical teams to fix underlying AI errors and increase chatbot containment rates
• Proficiency in 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

• 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 AI errors and increase containment to at least 80%.
• Audit AI-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, as well as provide structured feedback.
• Identify opportunities for process improvement, chat optimization, enhanced customer satisfaction, and improved business outcomes and conversion.
• Implement and monitor key performance indicators (KPIs) to track quality assurance metrics and measure success.
• Design, develop and execute test plans and test cases to monitor chatbot functionality and accuracy.
• Continuously monitor chatbot performance, user feedback and identify areas of improvement.
• Attend regular calibrations to standardise quality scoring.
• Build and maintain strong relationships with key stakeholders in the wider quality assurance team, customer services, service design and change, technology and learning and development.

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.

Apply today… It starts with you.