Location: Hybrid - Croxley Head Office
Salary:
Contract:
Contract Type:
Permanent, Full Time, Monday – Friday – 35 hours per week.
Reporting to:
Nightingale Training and Development Specialist
Direct Reports:
Department:
Nightingale
Quality Assurance Specialist
Company Information
Clinisupplies is a leading UK-based manufacturer and supplier of medical appliances specialising in bladder and bowel products for managing acute and chronic conditions. We also offer a portfolio of bandages and garments for the treatment of wounds and chronic skin conditions. Employing over 800 people in the UK, China and India, we supply our products to the NHS and deliver direct to patients’ homes through Nightingale Home Delivery, our dispensing appliance contractor.
Clinisupplies is focused on developing products which are simple and discreet to use. Our product development team works with clinicians and patients to develop a strong product pipeline to be manufactured at its CA, CE, ISO, US FDA approved facilities.
At Clinisupplies, we want to make a difference in healthcare, that means understanding our customers’ needs and delivering on their biggest priorities. We recognise that the NHS needs to offer quality of care and save money – that’s why Clinisupplies offers products that are designed to deliver value to customers. We put people living with bladder and bowel conditions at the heart of everything we do.
From dedicated specialist nurses, superior customer service and product support to discreet and sustainable home delivery. We believe no-one should ever miss out on life because of a health condition. We’re here to help people live more freely.
We have a set of core values which are our guiding principles and help shape our actions, culture and environment. They are:
We have a set of core values which are our guiding principles and help shape our actions, culture and environment. They are:
Agile
Collaborative
Curious
Sustainable
Wellness
Role Summary
We are seeking a meticulous and process-driven Quality Assurance Specialist to monitor and maintain the quality, compliance and productivity of our Prescription Service Specialist team output. This role ensures prescription processing, communications, and customer interactions meet operational and compliance standards while supporting the continual improvement of service delivery and customer satisfaction.
The ideal candidate will be detail-oriented with a strong background in process auditing or quality control, particularly in a healthcare, contact centre or customer service environment coupled with experience working under service level agreement, KPI and regulatory compliance requirements.
The ideal candidate will be detail-oriented with a strong background in process auditing or quality control, particularly in a healthcare, contact centre or customer service environment coupled with experience working under service level agreement, KPI and regulatory compliance requirements.
Key Responsibilities
The following provides an indication of the key responsibilities involved in this role but is not intended to be an exhaustive list of all the duties that you may be required to do
Reporting to the Nightingale Training and Development Specialist, you will be responsible for:
Conduct regular quality audits on prescription processing, call handling, email responses, and adherence to internal procedures and deadlines.
Ensure prescriptions are processed accurately, within dispatch timelines, and in accordance with data protection and company policies.
Identify and flag recurring errors or trends, work with managers and training and development specialist to develop training or process improvements, and track resolution outcomes.
Review recorded calls and written communications to assess customer interactions against service quality standards and regulatory compliance.
Provide timely, constructive feedback to team members and management with supporting data and assist in generating QA performance reports.
Support investigations into complaints, ensuring logs are complete and resolutions are handled effectively and professionally.
Liaise with managers and the training and development specialist to align quality insights with coaching and development plans.
Maintain accurate records of QA assessments and findings, following internal documentation standards.
Assist with departmental projects and any other duties deemed reasonable and necessary by management.
Maintain confidentiality with regards to interactions and feedback relating to team members
Experience Required
Experience in a quality assurance, auditing, or compliance monitoring role
Excellent attention to detail and ability to identify patterns or errors
Strong written and verbal communication skills
Able to give clear, constructive and professional feedback and influence quality improvements
Familiar with Microsoft Office and competent using multiple digital systems
Experience working in a structured, process-driven environment
Ability to work independently and manage workload effectively in an environment of multiple priorities
Desirable
Previous experience in a healthcare or contact centre environment
Understanding of NHS prescription processes, medical terminology and associated regulatory compliance
Experience using call monitoring or CRM systems- QContact and RxWeb
Clinisupplies is dedicated to the continuous development of our employees and offer excellent career prospects for the strong candidate. We also offer competitive terms and conditions.
Clinisupplies Limited is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.
How to apply
If you are interested in this position, please forward your CV to [email protected]. Please note that in addition to the interviews there will be assessments as part of our recruitment and selection process.
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