Job Description

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.
Here at Optum, we're excited to be recruiting for a Quality and Training Manager to join our collaborative Customer Support team on a permanent basis.
In this pivotal role, you'll champion the delivery of exceptional service standards across the organisation.
You'll lead the development and implementation of quality assurance frameworks, design and deliver engaging training programmes, and drive continuous improvement initiatives that make a real difference.
This is a fantastic opportunity to shape success across our business and enhance the experience of our customers.
Please note: This is a hybrid role based in Leeds, requiring office presence 2 days per week, which may increase depending on training needs.
What you'll do:
As a Quality and Training Manager at Optum, you'll be instrumental in embedding quality assurance frameworks and initiatives across our support function. You'll design and deliver training programmes that align with our quality goals and business priorities.
You'll collaborate cross-functionally to support the rollout of new products and features, ensuring training and quality planning are seamlessly integrated. Working closely with department heads, you'll identify performance gaps and improvement opportunities.
Primary Responsibilities:

• Monitoring and evaluating service delivery through regular call reviews and feedback
• Conducting training needs analysis and assessing the impact of training interventions
• Maintaining and updating the skills matrix to reflect current capabilities and development needs
• Creating and managing documentation such as process guides and learning materials
• Tracking and analysing quality trends, producing reports and dashboards to support decision-making

Who You'll Be:
You'll be passionate about delivering interactive, quality-led training that meets the needs of both our customers and our teams. With a background in training or coaching, you'll bring energy, insight, and a commitment to continuous improvement.
You'll be a confident communicator and collaborator, able to work across departments to solve challenges and elevate performance. Your inquisitive nature and ability to give constructive feedback will help foster a culture of growth and excellence.
You will be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role, as well as providing development for other roles you may be interested in.
Required Qualifications:

• Demonstrated ability to be highly organised and thrives in dynamic environments
• Demonstrated ability to take ownership of quality and training outcomes
• Proven ability to create a positive and inclusive learning environment
• Demonstrated ability to shares knowledge and best practices across teams
• Proven ability to drive innovation in training and quality processes

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.
Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, sexual orientation, or any other characteristic protected by law. UnitedHealth Group is a drug-free workplace. 2025 UnitedHealth Group. All rights reserved.

Skills Required