Quality Assurance Consultant

Job Description:

Quality Assurance Consultant

Hybrid role – up to 2 days in the office

Flexible Locations

Permanent

Full Time (37.5 hours per week)

From £31k plus fantastic Bupa benefits

We make health happen

At Bupa, we’re driven by a simple but powerful purpose – helping people live longer, healthier, happier lives and making a better world. As a health insurer and provider with no shareholders, our customers are always our priority.

As a Quality Assurance Consultant, you’ll play a key role in making sure our services meet the highest standards. You’ll help us deliver fair, consistent, and caring experiences for our members – ensuring every interaction reflects our values and supports better health outcomes. This is your chance to make a real difference in people’s lives while shaping the future of quality assurance at Bupa.

Key Responsibilities

• Review real-time and past customer interactions to ensure they meet regulatory and brand standards.

• Use your knowledge of our processes to assess whether customers received the right outcomes and experiences.

• Provide clear, constructive feedback to colleagues and managers to support continuous improvement.

• Identify trends, escalate issues, and help prevent future problems by sharing insights.

• Collaborate with Commercial teams to review sales processes and materials.

• Support redress activity by flagging non-conforming interactions and helping ensure fair outcomes.

• Manage your own workload effectively, taking ownership of each review from start to finish.

• Stay up to date with compliance and regulatory requirements, applying them in your day-to-day work.

What We’re Looking For

We’re looking for someone who’s passionate about doing the right thing for our customers and has a sharp eye for detail. You’ll need:

• Experience in a quality assurance, sales, or customer service role – ideally in a regulated environment.

• A strong understanding of customer needs and a commitment to delivering fair outcomes.

• Excellent communication skills and the confidence to give feedback at all levels.

• The ability to analyse complex situations and make sound, balanced decisions.

• Great organisational skills and the ability to manage your time and priorities.

• Knowledge of regulatory frameworks such as TCF, ICOBS, FCA complaint handling, and the Financial Ombudsman Service.

• A flexible, proactive approach and a willingness to work towards relevant regulatory qualifications.

Benefits

Our benefits are designed to make health happen for our people. Viva is our global wellbeing programme and includes all aspects of our health – from mental and physical, to financial, social, and environmental wellbeing. We support flexible working and have a range of family friendly benefits.

Joining Bupa in this role you will receive the following benefits and more:

• 25 days holiday, increasing through length of service, with option to buy or sell

• Bupa health insurance as a benefit in kind

• An enhanced pension plan and life insurance

• Annual performance-based bonus

• Onsite gyms or local discounts where no onsite gym available

• Various other benefits and online discounts

Why Bupa?

We’re a health insurer and provider. With no shareholders, our customers are our focus. Our people are all driven by the same purpose – helping people live longer, healthier, happier lives and making a better world. We make health happen by being brave, caring and responsible in everything we do.

We encourage all of our people to “Be you at Bupa”, we champion diversity, and we understand the importance of our people representing the communities and customers we serve.  That’s why we especially encourage applications from people with diverse backgrounds and experiences.

Bupa is a Level 2 Disability Confident Employer. This means we aim to offer an interview/assessment to every disabled applicant who meets the minimum criteria for the role. We’ll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them.

If you require information regarding this role in an alternative format, please email: [email protected]

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