Quality Manager, Assistance

1 week ago

Toronto, Canada Zurich Insurance Full time

**Are you ready to kick start your career in travel assistance?**
- Zurich Insurance is a global insurance company with a specialty in life insurance, general insurance and travel insurance. This role will sit in one of Zurich’s subsidiary companies, World Travel Protection, which focuses on travel risk management and emergency assistance.
- World Travel Protection (WTP) is a leading Travel Risk Management (TRM), medical and security assistance company, and Third Part Administrator (TPA). Prevention is at the forefront of WTP wide range of risks mitigation and security assistance solutions available to its clients to ensure that their resources are best utilized to anticipate crisis from occurring. In parallel, WTP provide robust response solutions to support insurers administer their travel protection products through our capability in customer service and claims. At World Travel Protection, protecting people is our priority. We take care of corporate and leisure travellers, helping them avoid risks before they escalate and providing them with immediate access to the right experts when an emergency happens.
- Our extensive experience in global travel risk management is the reason we are trusted by travellers, corporate risk managers and organizations across the globe, who allow us to help prepare them for potential travel threats and assist them when they need it most.
- We are part of Cover-More Group, the third largest provider of travel insurance and assistance in the world, operating in 16 countries across five continents from New Zealand to the USA sounds exciting right?**So, what’s our mission?**

Protecting travellers - and supporting those responsible for their safety - is our business.
- We operate 24 hours a day, seven days a week from our 4 operation centres in Australia, Canada, Malaysia, and the UK, responding to the cries for help we receive from travellers across the globe.**So, what’s the job?**

This role is responsible for supporting a high standard of customer service delivery ensuring the organisation is meeting its quality standards. The Quality Officer will conduct phone call quality audits, review cases to determine processes are followed in line with Standard Operating Procedures. This role will identify trends and opportunities to drive a more efficient and effective approach to case management and service delivery.- Provide regular and ad-hoc reporting and analysing the data to optimise business performance and service outcomes, including analyzing and providing trend reporting on all complaints logged.
- Enable management and staff to have appropriate access to information and tools to facilitate efficient management processes and business decision-making through development and consultation with business SME’s
- Provide ongoing assistance to operational staff with quality programme, reporting functionality and procedural information
- Collection of feedback from the operational team on process gaps or inconsistent delivery
- Undertake research to improve quality results by analysing business issues, error and compliance incidents and develop recommendation for resolution or coaching development, and implement solutions as agreed
- And, what are we looking for?**Required**:

- Bachelor’s Degree and 5 or more years of experience in the Technical Claims, Claims or other Insurance area
- OR- Zurich Certified Insurance Apprentice including an Associate Degree with 5 or more years of experience in the Technical Claims, Claims or other Insurance area

OR- High School Diploma or Equivalent and 7 or more years of experience in the Technical Claims, Claims or other Insurance area

AND- Knowledge of business and compliance practices in the insurance industry

**Preferred**:

- Strong quality and compliance experience
- High proficiency with Microsoft Word, Excel
- Show high levels of professionalism and confidentiality at all times
- Excellent stakeholder management skills and the ability to effectively communicate feedback
- Analytical and critical thinking skills
- Excellent verbal and written communication skills
- Proactive and detail oriented, with good follow-up skills
- Understanding of basic business metrics
- Solid understanding of qualitative and quantitative Quality measures
- Problem solving to contribute to the development of meaningful strategies to improve quality
- Experience with ISO 9001 is highly desirable
- So, why choose us?- We value optimism, caring, togetherness, reliability and determination.
- We have more than 1500 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 approach - after an initial training

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