Quality Specialist - Contact Center, AU/UK Support

About the Role (What You’ll Be Doing)

This role plays a critical part in ensuring our patients receive consistently high‑quality, empathetic support as we scale. You’ll work with key stakeholders and front‑line operations to help safeguard care standards, surface insights from frontline interactions, and drive continuous improvement across patient support processes. This role reports to the Senior Operations Manager for Juniper Australia.

• Audit patient support interactions (email, live chat, calls) through a patient‑first and empathetic lens to ensure quality, tone, and adherence to internal standards.
• Produce weekly QA reports for Team Leads, including quality scores, trends, and clear coaching or training recommendations.
• Analyse QA results and support metrics (e.g. ticket quality, error rates, patient satisfaction) to identify patterns and propose actionable improvements.
• Maintain and optimise macros, templates, and...