Rob Best
Coventry,West Midlands
Summary
Results-driven Quality Assurance Consultant with over 9 years of experience in regulated healthcare sales. Specialises in quality monitoring, regulatory compliance, coaching, and root cause analysis. Expertise in Data Protection requirements and handling of sensitive data. Proven ability to design and deliver training, support leadership teams, and drive continuous improvement through evaluation and feedback.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Sales Quality Assurance consultant
Bupa
Salford Quays
07.2017 - Current
- Conducted evaluations within a highly regulated environment of medical insurance sales journeys - these included telephone calls, emails, webchats, Microsoft Teams conversations, and complaint cases.
- Identified potential and actual harm along with regulatory failures in sales process, determining necessary remedial actions to enhance customer outcomes.
- Delivered detailed feedback to front-line staff and managers, recognising exceptional customer service aligned with Bupa’s core values and offering constructive feedback for improvement.
- Created training packs to assist colleagues; these have included visual step-by-step guides on how to use the internal systems to create evaluations.
- Managed and presented training sessions for front-line staff to assist in their development and understanding of both business and regulatory requirements.
- Facilitated meetings with senior management and key stakeholders to address urgent issues, ensuring timely resolution and alignment on next steps.
Health Care consultant
Bupa
Salford Quays
10.2014 - 07.2017
- Engaged with new and existing customers, effectively selling PMI and dental insurance on a non-advised basis.
- Achieved sales and quality targets consistently on a daily and monthly basis.
- Managed customer records and information given with utmost discretion, ensuring compliance with data protection regulations.
- Managed outbound and inbound telesales operations, enhancing customer engagement.
Education
Bachelor of Arts - Philosophy
Manchester Metropolitan University
Manchester01-2013
Skills
- Quality assurance
- Regulatory Compliance
- Sales Governance
- Data protection
- Performance monitoring
- Root Cause Analysis
- Data analysis
- Performance enhancement
- Stakeholder engagement
- Training & Coaching
- Critical-thinking
- Active listening
- Relationship-building
- Microsoft office proficiency
Certification
Level 2 Certificate in Understanding Mental Health First Aid and Mental Health Advocacy in the Workplace.
- Exploring Mental Health: Understanding mental health conditions, risk factors, and how to challenge societal stigma.
- Understanding How to Support Individuals: Learning the principles of mental health first aid, how to spot early signs of distress, and how to safely guide individuals to professional support.
- Understanding a Mentally Healthy Environment: Creating a culture of care, implementing wellness action plans, and understanding legalities around workplace mental health.
Timeline
Sales Quality Assurance consultant
Bupa
07.2017 - Current
Health Care consultant
Bupa
10.2014 - 07.2017
Bachelor of Arts - Philosophy
Manchester Metropolitan University