Working in our UK support functions youll play a key part in helping our customer facing colleagues deliver exceptional standards of customer service and patient care. No matter your role, youll have an opportunity to do work that matters. Making a difference to the lives of our customers each and every day. The role Overseeing a team of 2, in this role you will utilise complex and diverse data to develop appropriate samples, create workflow and team forecasts and build work schedules for a large Quality Assurance function. You will provide both prescriptive and predictive trending and analysis on QA data outputs to ensure a workable, dynamic QA model is in place, to minimise risk and maximise business opportunities. Youll help us make health happen by • Take ownership of the QA sampling tool and maintain/enhance this over time • Use Quality Assurance outcome data to create, maintain and adjust risk profiles for circa 1,600 colleagues across UK Customer and Sales, ensuring that they receive the appropriate volume and variety of QA interventions using our in-house risk based QA model • Create and maintain colleague risk profiles, ensuring that information is accurate and up to date and can be easily utilised by the Quality Assurance team to perform their role • Analyse both real-time and retrospective data to respond to perceived risks/trends and/ or changes in regulation that may alter the business risk appetite • Responsible for team capacity planning, resource scheduling and shift optimisation, working closely with the team managers to ensure that there are appropriate levels of resource across the QA function • Directly and by leading delivery through the team, acquire data from source systems and produce a range of scheduled and ad-hoc MI for a wide business audience (to Director Level), ensuring work meets the customers business needs, is timely, clear and accurate, effectively presented and easy to interpret. • Responsible for the daily line management, growth and development and performance management of the Scheduling and MI Analysts Key Skills / Qualifications needed for this role • Experience of using Quality Assurance IT platforms specifically Quality Monitoring and Speech Analytics modules. Experience of working with the Verint AQM platform would be ideal but not essential. • Strong knowledge of SQL • Extensive expertise in Microsoft Excel, Access, and Power BI • Previous experience of supporting the planning for a large team within a multi-site environment. • Good knowledge around FCA regulation, ICOBS and TCF Principles • Effective listening and questioning skills, • Self motivated with the ability to plan and prioritise multiple tasks whilst working to tight deadlines • Credible and professional, with an ability to be able to influence stakeholders at every level 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