Hybrid Quality Monitoring Specialist bei Second Nature

🎯 The Role: Quality Monitoring Specialist

We’re looking for a detail-oriented Quality Monitoring Specialist to ensure our Customer Support and Calls teams deliver the highest standards of service.

In this role, you’ll spend around 70% of your time monitoring and reviewing quality and 30% using insights to drive improvement. You’ll partner closely with Managers, the People team, Safeguarding, and the Senior Ops Systems & Capacity Specialist to identify trends, design targeted training, and influence continuous improvement across our services.

This is a proactive role where you’ll take a focused approach, using both qualitative and quantitative data to dive deep into priority areas, run “sprints” to move the dial on specific outcomes, and ensure consistent, high-quality support for our members.

🛠️ What You’ll Be Doing

Quality Monitoring (70%)

• Conduct high-volume reviews of calls, chats, and written responses across the Customer Support and Calls teams, using our established quality framework while continuously seeking opportunities to refine and simplify it.
• Take a targeted approach to quality monitoring, focusing on priority areas such as subscription types or service lines where CSAT or performance trends indicate a need for deeper analysis.
• Identify individual and team strengths and growth opportunities through detailed listening and review, ensuring insights are connected back to line managers for action.
• Lead regular calibration sessions with managers and key stakeholders to ensure quality assessments are consistent and aligned across the business.
• Document and maintain clear records of quality assessments, supporting robust insight-gathering and trend analysis.

Insights & Continuous Improvement (30%)

• Partner with the Senior Ops Systems & Capacity Specialist to link qualitative insights with quantitative data, creating a full picture of performance and member experience.
• Produce monthly quality reports for managers and leadership, highlighting themes, actionable insights, and recommended improvements.
• Design and occasionally deliver targeted training sessions (quarterly, with lighter monthly touchpoints) to address recurring themes or emerging knowledge gaps.
• Proactively identify trends or recurring issues in customer interactions that may signal a product challenge, knowledge gap, or process inefficiency, ensuring these are escalated to the right stakeholders for resolution.
• Collaborate with Safeguarding, People, Ops, and Product teams to ensure any quality-related risks are addressed and opportunities for service improvement are captured.

Requirements

✅ What We’re Looking For

• Previous experience in a quality monitoring or customer support role, ideally in a health-tech or service environment.
• Strong listening, observation, and analytical skills, with attention to detail.
• Ability to provide constructive feedback that supports individual and team development.
• Experience in designing or delivering training interventions.
• Excellent communication and stakeholder management skills.
• Comfort working with qualitative data and turning insights into actionable improvements.
• A growth mindset with the curiosity to refine processes and keep things simple.
• Collaborative and proactive, with the confidence to make recommendations and influence change.

Benefits

💼 What We Offer

• An exciting job at a health-tech startup. You’ll be able to see first-hand the impact that we have on improving thousands of people’s lives and tackling the type 2 diabetes and obesity epidemic on a daily basis

• A competitive salary, alongside share options in a growing and profitable health-tech company
• 25 days holiday plus national holidays
• 2 days/week in our London office (for most core roles)
• Remote flexibility: work from abroad up to 4 weeks at a time (within 2-hour UK time zone)
• £200/year professional development budget, plus extra for role-specific training
• Salary Sacrifice and Cycle to Work schemes
• Quarterly in-person socials and company meet-ups
• A friendly, mission-driven team where your work really matters