Job Category: Call Centre and Customer Service, Insurance & SuperannuationJob DescriptionTravel Guard (as part of Zurich Cover-More) is a leading travel insurance provider, serving millions of leisure and business travellers worldwide. We offer a comprehensive portfolio of travel insurance solutions and global assistance services across Asia, Europe, the Middle East and the Americas, ensuring 24/7 support to help travellers navigate unexpected circumstances that may disrupt their plans.Travel Guard has a permanent opportunity for a strong Quality Assurance (QA) Specialist looking to build relationships and develop meaningful changes and processes.The QA Specialist works closely with the Sales Training & Compliance Manager in overseeing and monitoring our travel insurance distribution partners for their call centre agents and operations.So, what’s the job?This role requires you to own, maintain and undertake activities relating to the Quality Assurance and Compliance of our partner’s call centre agents.You’ll monitor and assess quality of voice transactions undertaken by the Partner’s call centre.You’ll track and manage team and individual performance and provide data-driven coaching and training as required.Monitor completion of Quality Assurance Close Loop.Generate and analyse QA reporting and trends to identify gaps and improvements.You’ll work closely with key internal and external stakeholders to develop, present and implement continuous improvement initiatives.You’ll provide support in managing the partner’s agent onboarding, training and on-going management.And what are we looking for?You’ll bring experience and/or proficiency in customer communication platforms such as Genesys Purecloud and Avaya Experience.You’ll display excellent interpersonal skills and the ability to engage stakeholders across various organisations and seniority.You’ll be autonomous and have strong planning and management skills, being capable of delivering to strict timelines.You’ll have experience in call centre management, quality assurance and compliance (ideally within Insurance, Financial Services or eCommerce).So, why choose us?We value optimism, caring, togetherness, reliability and determination.We have more than 2,600 employees worldwide: we’re a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts and customer service professionals. We share a global mission to look after travellers, at every step of their journey.Job flexibility: We understand the importance of making sure that work fits into your life, not the other way around. Our hybrid work week policy ensures our employees maintain work-life balance with the flexibility of 3 days in the office and 2 days working from home.Career growth: We want you to continue to learn, develop and bring your ideas to the table. We want to hear what you think, and we want you to work with the business - not for the business!Take the time you need, for you and your community: We encourage you to take the time you need, when you need it. We offer regular annual and personal leave benefits along with a comprehensive paid parental leave scheme.Diversity and inclusion: We respect who you are and thoroughly embrace diversity. So whatever walk of life you wander, just be you and come as you are.APPLY TODAY AND LET’S GO GREAT PLACES TOGETHER!
#J-18808-Ljbffr