Insurance Operations Manager

7 days ago


Cebu City, Central Visayas, Philippines Cognizant Technology Solutions Philippines Inc. Full time

About Us

Cognizant Technology Solutions Philippines Inc. is a leading global professional services company that transforms clients' business, operating and technology models for the digital era.

Our Mission

We help our clients build stronger businesses and elevate the human experience by providing a broad range of services and solutions in strategy, consulting, digital, technology and operations.

Job Description

The Quality Manager will be responsible for driving quality assurance and continuous improvement initiatives across our BPO insurance operations in Cebu, Central Visayas.

Responsibilities

  • Develop and implement quality assurance programmes to monitor and assess the performance of the BPO insurance operations team
  • Analyse quality metrics and provide insights to drive process improvements and enhance customer experience
  • Collaborate with the operations team to identify and address root causes of quality issues
  • Provide coaching and training to agents to improve their skills and adherence to quality standards
  • Ensure compliance with internal policies, external regulations and client requirements
  • Lead the implementation of quality management tools and technologies
  • Contribute to the development of quality-related policies, procedures and best practices
  • Prepare comprehensive quality reports and presentations for management

What We're Looking For

  • Minimum 3 years of experience in a quality assurance or management role, preferably in the BPO or contact centre industry
  • Strong understanding of quality management principles, tools and methodologies
  • Excellent problem-solving, analytical and decision-making skills
  • Proven ability to lead and coach teams to achieve quality objectives
  • Proficient in using quality management software and data analysis tools
  • Strong communication and interpersonal skills to effectively collaborate with stakeholders
  • Familiarity with insurance industry regulations and quality standards


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