Senior QA & L&D Customer Service Manager

HeliosX is hiring its first Senior Quality &​ Enablement Manager. This role 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, to transform them into best-in-class, scalable systems, directly raising the bar on agent performance, customer experience &​ compliance across a fast-scaling, regulated HealthTech environment.

You'll operate as a credible hands-on leader: equally comfortable setting strategy and executing it. Partnering with CS Leadership, Team Leaders, Operations, Clinical teams and Vendor Management, you'll 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
• Define clear pathways from new hire onboarding through to continuous development and role progression
• Establish training standards, governance &​ documentation practices that hold across internal teams and BPO partners
• Design and deliver onboarding programmes, change training, policy updates &​ performance improvement initiatives that are practical, engaging &​ fit for a regulated healthcare context
• Own the L&​D roadmap, keeping it aligned to business priorities, regulatory requirements &​ QA findings

Quality Assurance Ownership

• Take ownership of the existing QA framework and lead a structured review, redefining methodology, scoring rubrics, calibration processes &​ 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
• 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
• 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.
• Analytical: Able to interpret quality &​ performance data and turn it into clear recommendations, not just reporting
• Experience operating across in-house and BPO/outsourced delivery models
• Background in a regulated environment: HealthTech, healthcare, fintech, or similar
• International or global scope experience
• The ability to influence and drive change without formal authority across a complex, cross-functional stakeholder environment