At Bupa, we’re a health insurer and provider with no shareholders, which means our customers are our sole focus. Our people are driven by one purpose: helping people live longer, healthier, happier lives and making a better world. We are looking for a Quality Assurance Consultant to join our team. This vital role protects customers and ensures operational excellence by reviewing services against regulatory expectations and Bupa’s commitment to fair outcomes.

What You'll Do

Review real-time and retrospective customer interactions to ensure regulatory compliance and alignment with Bupa standards.
Assess whether customers received the correct outcome and experience based on available information and guidelines.
Develop comprehensive knowledge of current procedures, processes, and regulatory requirements.
Use established QA frameworks to complete reviews and ensure consistency of assessments and decision-making.
Provide constructive feedback to internal stakeholders to enhance performance and improve customer outcomes.
Identify non-conformances, breaches, and areas for improvement and communicate these to Business Managers.
Support redress activities and conduct follow-up reviews to ensure customer issues are fully resolved.
Escalate recurring trends, risks, and systemic issues to help prevent future failures and enhance overall service delivery.
Collaborate closely with business areas to review processes, offer insights, and improve documentation.
Work with operational teams to ensure continuous alignment and quality improvement.
Provide advisory input on procedures and contribute to the future enhancement of QA processes.
Prioritise and manage your workload independently, taking full ownership of each review.
Ensure all decisions are accurate, consistent, fair, and supported by policy and regulatory expectations.
Maintain up-to-date knowledge of compliance, regulatory obligations, and business requirements.

What We're Looking For

Proven track record of delivering customer focussed outcomes in a regulatory environment.
Strong attention to detail with the ability to analyse each interaction and make decisions with confidence.
Excellent problem-solving skills and initiative together with the ability to make sound commercial decisions.
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 current procedures and processes to a level where constructive and progressive input can be provided.
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.