Senior Quality & Enablement Manager
HeliosX is hiring its first Senior Quality & Enablement Manager. This is a high‑ownership role sitting at the intersection of Learning & Development and Quality Assurance within Customer Care. You’ll inherit foundational frameworks in both L&D and QA, transform them into best‑in‑class scalable systems, and directly raise the bar on agent performance, customer experience & compliance across a fast‑scaling, regulated HealthTech environment.
You will operate as a credible hands‑on leader: equally comfortable setting strategy and executing it. You will partner with CS Leadership, Team Leaders, Operations, Clinical teams & Vendor Management, and ensure quality and learning are consistently embedded across in‑house and BPO delivery channels. This is an individual contributor role to start, with a clear trajectory toward building and leading a team.
What you’ll be doing:
L&D Ownership
- Take ownership of the existing L&D framework and evolve it into a scalable learning infrastructure — defining clear pathways from new hire onboarding through to continuous development and role progression
- Establish training standards, governance, and documentation practices that hold across internal teams and BPO partners
- Design and deliver onboarding programmes, change training, policy updates, and performance improvement initiatives that are practical, engaging, and fit for a regulated healthcare context
- Own the L&D roadmap, keeping it aligned to business priorities, regulatory requirements, and QA findings
Quality Assurance Ownership
- Take ownership of the existing QA framework and lead a structured review — redefining methodology, scoring rubrics, calibration processes, and governance from first principles
- Ensure the QA framework reflects the standards of a regulated HealthTech environment: compliance, clinical safety, and customer experience all embedded
- Run calibration sessions across internal teams and BPO partners, and own QA reporting — translating data into clear, actionable recommendations for CS Leadership
- Drive QA as a performance lever, not a compliance exercise
Performance & Continuous Improvement
- Build a closed feedback loop between QA findings and training design — quality data should directly inform learning priorities
- Track and report on key metrics: QA scores, CSAT, resolution rate, training completion, and SLA adherence
- Proactively identify capability gaps and design interventions before they become performance problems
- Leverage AI across workflows wherever it can meaningfully elevate the CS organisation
What you’ll bring to the role:
- 5+ years across L&D and/or QA within a Customer Service or operational environment — with genuine depth in both disciplines, not just exposure
- Proven experience designing QA frameworks from scratch or significantly overhauling existing ones — including methodology, calibration, and performance reporting
- Strong instructional design and facilitation skills, with the ability to build training that lands across diverse audiences, geographies, and delivery channels
- Analytical rigour — able to interpret quality and performance data and turn it into clear recommendations, not just reporting
- Experience operating across in‑house and BPO/outsourced delivery models (highly desirable)
- Background in a regulated environment — HealthTech, healthcare, fintech, or similar (strong advantage)
- International or global scope experience (strong advantage)
- The ability to influence and drive change without formal authority across a complex, cross‑functional stakeholder environment
Why work with us?
- 25 days holiday plus UK Bank Holidays (excluding two per year)
- Private health insurance, along with extra dental and eye care cover
- Pension scheme
- Enhanced parental leave
- Cycle‑to‑work Scheme
- Electric Car Scheme
- Free Dermatica and MedExpress products every month, as well as family discounts
- Home office allowance
- Access to a Headspace subscription, discounted gym memberships, and a learning and development budget (alongside audible subscription)
HeliosX is an equal opportunities employer.
#J-18808-Ljbffr…