• Monitor Customer Support chats and e-mails to ensure compliance with all standard policies and procedures; • Document and offer feedback according to the given standards of QA team; • Collaborate with the support team to establish best practices and set measurable performance goals; • Create, compile, and present regular reports on key customer support quality metrics; • Develop detailed reports on agent performance, customer feedback, and overall quality trends; • Determine areas of improvement on each observed conversation with a detailed explanation and a further action plan; • Develop and maintain thorough knowledge and understanding of products, including performance and functional requirements of the Customer Support contact center; • Identify and participate in the design and improvements of the monitoring process; • Collaborate with other Customer Support professionals to improve overall customer service.

• Private practice with no doors and no overhead. BetterHelp is one of the world’s largest online therapy platforms focusing on client care. • You provide the expertise. We handle the rest.

• Provide online therapy sessions to clients • Focus on client care without administrative burdens • Utilize insurance-based clients to increase caseloads • Engage in professional development opportunities through CEU courses • Collaborate with other mental health professionals

• Support the enhancement of the MiFID and Consumer Duty programme • Review, update, and draft policies, frameworks, and written programmes • Assist with the design and refinement of regulatory controls • Provide subject matter expertise across MiFID and Consumer Duty requirements • Support governance, oversight, and regulatory alignment activities • Collaborate with internal teams to embed improvements into BAU processes • Produce clear, regulator-ready documentation where required