Live Chat Quality Assurance Manager

Overview

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 and 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 role includes auditing the quality of human and chatbot-generated responses and providing process improvements to our technical teams for the refinement of the chatbot to deliver a best-in-class user experience while ensuring regulatory requirements and internal policies are met.

• Audit chatbot-generated responses to verify accuracy against guidelines, tone of voice and conversational interaction quality
• Evaluate live agent webchats and ensure quality is achieved and measured against set benchmarks
• Provide structured feedback to live agents and chatbot development teams to drive continuous improvement of the customer experience
• Continuously monitor chatbot performance, user feedback and identify areas of improvement
• Identify and document bugs or defects from chatbot and user interactions and advise on corrective measures
• Work with technical teams to fix underlying live chat errors and increase containment
• Build relationships with stakeholders from call quality assurance, customer services, service design and change, technology and learning and development
• Conduct/calibrate regular quality scoring sessions to standardise scoring and foster continuous improvement
• Stay up to date with industry best practices in QA, live chat, contact centre operations and customer experience
• Identify opportunities for process improvement, chat optimisation, enhanced customer satisfaction and better business outcomes
• Implement and monitor KPIs to track QA metrics and measure success
• Prepare regular reports and presentations for management on trends and improvements

• Experience with quality assurance monitoring of chatbot and human agent interactions
• Ability to work with technical teams to fix live chat errors and increase chatbot containment
• Knowledge of defect management and process improvement for 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

We want you to feel good. You’ll have access to a benefits package focused on fitness, lifestyle, health and wellbeing rewards, such as free gym membership, health assessments, retail discounts and pension options.

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. It’s a good idea to apply right away to be considered for this role.