QA SUPERVISOR

Job description

Purpose

·  The Quality Supervisor is responsible for the execution of the company's quality programs, managing the Quality, Monitoring and Training (Beedoo) team through technical support and leadership at all stages of the process, with a focus on operational and financial results, ensuring that all established targets are met.
·  Work closely with the teams involved in the customer relationship process (Operations, Performance Management, Provider Network) to ensure a consistently excellent service through monitoring and training. This position requires a “resolution in one call” mentality and a philosophy of putting the customer at the center of actions.

 

Roles and Responsabilities

Quality Assurance Program

·  Ensure the execution of the Quality Assurance program strategy and coordinate all activities aimed at promoting excellent customer service;
·  Develop, evaluate and refine processes and procedures to ensure continuous improvement in service delivery and quality, correct existing performance gaps and adapt to changing business needs;
·  Oversee quality strategies, including projects, processes, procedures, systems, scorecards and performance metrics related to Operations and Provider Network; 
·  Analyzes, corrects and reports quality scores to align with desired outcomes and customer experience metrics;
·  Provides and maintains actionable data and feedback to Operations and Provider Network team, maintains and verifies consistency of quality standards;
·  Conducts calibration sessions looking for opportunities for improvement and working with all areas involved on actions to improve the customer experience: Training, Beedoo improvements, individual actions or any other action pertinent to the identified deviation/action; 
·  Coordinating process and quality improvements with Operational Management;
·  Evaluating, prioritizing and responding to all requests to B-Partners in contractual time or according to demand;
·  Create effective proposals and recommendations for the development and improvement of the quality control program, understanding the market and Global guidelines;
·  Provide continuous feedback and informative data to Quality Leadership and Operations to improve customer service skills; 
·  Maintain positive, consistent and effective communication at all levels of the organization;
·  Partner with operations team to support agent training and feedback;
·  Develop reports and analysis that guide/support customer-focused decisions involving all operational areas;
·  % Complaints / % QRS: Keep the indicator below the % contracted by the B-Partner or the overall target, as well as the response time for analyzing cases and responding to B-Partners;
·  Refunds (PAYMENT DEADLINE / FRAUD PREVENTION): Comply with the stipulated payment deadlines of less than 10 working days and ensure that possible fraud is reported to the responsible department in order to mitigate possible monetary losses. Likewise, the reimbursement payment indicator must not exceed 1% of the total monthly services provided of the total monthly services provided;
·  5 STARS /VOC: Maintain the indicator above 4.5 on a monthly basis, guaranteeing the delivery of action plans for any losses in the indicator;
·  Control and prioritization of damage: Maintain daily and weekly control with the PQR/Supplier team. PQR/Supplier team, of claims categorized as “possible damage”, with the aim of mitigating the cases filed, analysis of the facts, disclaimers and information received from policyholders. Information received from policyholders/clients, providing a rapid solution to cases that may generate a reputational risk, cases that may generate a reputational and/or monetary risk;

Assisting in the implementation of new local projects, programs or services or global demands.

 

Direct reports

·  Oversee the hiring, scheduling, training, performance and quality of direct reports;
·  Meet individually with direct reports and Operations and Provider Network Managers to provide updates, review upcoming tasks, assign new projects/initiatives and establish completion timelines;
·  Manage the department's calibration process and participate in calibration sessions; make the final decision to resolve calibration disagreements;
·  Lead monthly quality control team meetings;
·  Approve scheduling requests from direct reports in alignment with Leadership;
·  Conduct reviews and performance evaluations of QA Coaches/Analysts;
·  Create and maintain all employee documentation related to performance improvement, promotions, training, etc;

Perform other tasks as assigned/required by the hierarchy.

 

Working Conditions

·  Working hours: 46 hrs / week - 08am-05pm  Working days: Monday- Saturday (excl. public holidays)
·  Location: Bogota City.
·  Benefits above law
51536 | Customer Services & Claims | Professional | Allianz Partners | Full-Time | Permanent
Warning: When posting this job advertisment on an external job board, the length of the following fields combined must not exceed 3950 characters: "External Posting Description", "External Posting Footer"

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us. 
We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in.
We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.
Great to have you on board. Let's care for tomorrow.