Quality Assurance Consultant

Role Overview

• Quality Reviews & Compliance
• Reviewing real‑time and retrospective customer interactions to ensure regulatory compliance and alignment with Bupa standards.
• Assessing whether customers received the correct outcome and experience based on available information and guidelines.
• Developing comprehensive knowledge of current procedures, processes, and regulatory requirements.
• Feedback, Insight & Continuous Improvement
• Using established QA frameworks to complete reviews and ensure consistency of assessments and decision‑making.
• Providing constructive feedback to internal stakeholders to enhance performance and improve customer outcomes.
• Identifying non‑conformances, breaches, and areas for improvement and communicating these to Business Managers.
• Supporting redress activities and conducting follow‑up reviews to ensure customer issues are fully resolved without detriment.
• Escalating recurring trends, risks, and systemic issues to help prevent future failures and enhance overall service delivery.
• Stakeholder Engagement & Collaboration
• Collaborating closely with business areas to review processes, offer insights, and improve documentation.
• Working with operational teams to ensure continuous alignment and quality improvement.
• Providing advisory input on procedures and contributing to the future enhancement of QA processes.
• Workload Management & Accountability
• Prioritising and managing your workload independently, taking full ownership of each review.
• Ensuring all decisions are accurate, consistent, fair, and supported by policy and regulatory expectations.
• Maintaining up‑to‑date knowledge of compliance, regulatory obligations, and business requirements.

Requirements

• Proven track record of delivering customer focussed outcomes in a regulatory environment.
• Previous experience of working in Customer Services, Claims, Underwriting/Non Disclosure, Sales, Enrolments or Quality Assurance to a high standard is advantageous but not essential.
• Strong attention to detail with the ability to analyse each interaction and make decisions with confidence, occasionally defusing difficult and emotive situations.
• Demonstrate excellent problem-solving skills and initiative together with the ability to make sound commercial decisions, weighing up the possible detriment to the customer, financial implications to Bupa and the impact on overall customer experience.
• Excellent communication skills with the ability to liaise and communicate with management and staff.
• Organised and able to prioritise workload.
• Sound understanding of customer insight.
• Knowledge of the current procedures and processes should extend to a level where a Quality Assurance Consultant can provide constructive and progressive input to the future development of these procedures.
• Knowledge of Consumer Duty requirements, ICOBS, FCA complaint handling requirements, T&C principles and the Financial Ombudsman Service.
• Demonstrate flexibility within the working environment including lone or remote working.
• Progress to relevant Regulatory Qualifications within an agreed timeframe, as appropriate.

Benefits

• Health insurance
• Professional development opportunities