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Quality Assurance and Training Manager

  • Job Type: Permanent

Description

MyTutor is the UK’s leading online platform for one-to-one learning, and we're on a mission to give every teen the chance to reach their potential. We’re building a future where access to high quality learning is stress-free for those who can afford it, and funded for those who can't.

One-to-one tuition is one of the most powerful ways to improve pupils’ grades, confidence and life chances. Yet it remains out of reach for many. Our handpicked community of tutors work online with students from all walks of life, and our tutors have given half a million lessons so far – raising results on average by one whole grade. We’re proud of the fact that over 550 schools have also chosen to work with us. And that we’ve earned a Trustpilot rating of 4.8/5.

We understand the hectic lives of families with teenagers, and our flexible lesson times mean parents can juggle schedules more easily. It's simple to find a tutor each child gets on with – and every lesson is tailored to their needs. With all the disruption to school education that covid-19 has brought, online tuition gives families and schools a safe and reliable way to keep their kids' education on track - no matter where they live or what they need help with.

The role in a nutshell

MyTutor is currently experiencing a high period of growth, which means we need to expand our Operations and Customer Service teams.

We’re looking to welcome a brand new face who can own our onboarding, training and quality assurance (QA) processes - to make sure our customers have an excellent experience with us, and ensure we meet all our quality and performance KPIs.


You’ll be responsible for shaping a new QA and training framework for us, and rolling out a reporting structure that flags areas of poor quality or high risk in our department.

You’ll also provide ad-hoc and regular training and development coaching across the team, so we can keep continuously improving, both as a unit and individually.

What you can expect:

  • To learn and develop expertise in all our internal processes, whilst managing team-specific training resources.
  • You’ll be responsible for helping improve the quality of our Customer Operations function - creating a scalable QA process and training framework.
  • Take the lead on monitoring our client interactions and account status - presenting the results and ensuring a proactive, transparent and impactful approach to the reporting of quality, risk and escalation of issues.
  • To stay up to date on all internal processes as well as product changes.
  • Provide an objective, non-biased view on the quality of our Customer Service teams and the effectiveness of our QA and risk management activities.
  • To assist in building Performance Management Action Plans and issue follow-up plans with managers and team members.

Requirements

The type of person we’d love to meet:

  • Someone with experience in learning & development and QA.
  • You are experienced in Customer-Service Quality Assessment; someone with experience within operations would make for an interesting candidate.
  • You have excellent coaching and development skills and are able to support employees with a range of skill levels within the teams
  • You’re strong analytically, with the ability to accurately identify key issues.
  • Someone with excellent writing and communication skills.
  • You’re results focused, and have a strong sense of accountability.
  • You enjoy problem solving, are a proactive, motivated, structured individual with a resilient approach to project management
  • You can operate with urgency and prioritise work accordingly; delivering within approved timelines and budgets

You might also have

  • Professional L&D qualifications
  • Excellent proficiency with Microsoft Office/ Google Suite
  • Project Management skills
  • Knowledge of customer service tools and systems (e.g. Zendesk, Aircall)

Benefits

  • Helping to improve the educational outcomes of thousands of young people
  • A work atmosphere that encourages collaboration and support
  • Training and investment in your learning with a personal L&D budget
  • Your own laptop and hardware
  • Competitive salary
  • Workplace pension
  • Share option package [permanent hires only]
  • Opportunity to work autonomously and make use of your creative flair
  • Regular team events & socials
  • 25 days holiday (plus public holidays)
  • Private Healthcare option through BUPA [permanent hires only]

MyTutor is committed to creating an inclusive workplace and we have set up our own EDI (Equality, Diversity and Inclusion) committee who host regular events to make sure we live up to those values. We are proud to be an equal opportunity employer, and all applicants will be considered.

Note to recruitment agencies:

MyTutor does not accept speculative resumes from recruitment agencies that are not already working with us. Any unsolicited resumes sent to us will be treated as property of MyTutor, and any attached terms and conditions associated with these CV's will be null and void.

  • Job Type: Permanent

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London, England, London, EC2V, United Kingdom

  • Ad ID:  19199453
  • Ad Type:  Offered
  • Posted on:  13/02/2021, 02:53
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