Quality and Training Specialist

Job Title: Quality and Training Specialist

Set-up: Work onsite

Location: Ortigas, Pasig

Overall Purpose of the Job:

The role of the Quality and Training Specialist is to ensure that the team responsibility for providing assistance services to the beneficiaries of Compass A&H Business Travel policies are trained to deliver the standard as articulated in the Compass Standard Operating Procedures. Working in close collaboration with Compass Operations Manager, operations and medical team, monitor and assess the delivery of high-quality service, ensuring efficient and cost-effective case management which delivers to the beneficiaries contracted insurance policy.

Key Responsibilities:

Quality

· Perform case quality management reviews and develops action plans for individual team members and the Compass platform.

· Manage customer and client satisfaction through the Customer Feedback System including logging, monitoring, investigating and managing or overseeing the service delivery efforts including communicating with the client and subscriber where required.

· Monitor Voice of our Subscriber (VOOS) surveys and NPS and conducts necessary reviews of VOOS feedback, including follow up with subscribers to close out the investigation of the feedback.

· Be actively involved in complaint management, resolution and escalation to AIG underwriting and claims as per agreed operating procedures.

· Provide feedback to managers regarding areas for improvement and recommends coaching opportunities for individual team members. May also provide feedback and coaching directly to individual team members as required.

· Prepare monthly quality reports.

· Recommends policy and procedure changes or quality audit plan updates based on monitoring quality trends.

· Ensure compliance with scheduled audit plans (call reviews, CQM case audits, client procedure audits)

· May answer incoming customer calls and / or email and chats as needed and will work as Operations Coordinator on the platform two days a quarter to maintain close understanding of the operations.

Training

· Provide learning recommendations to the relevant stakeholders to improve performance and identifies training needs on the platform based on their observations and experiences working as a Operations Coordinator and in the classroom.

· Participates and supports as required the existing processes in place to identify training gaps (such as call reviews, case audits, NPS, etc.) and helps to translate these into training initiates.

· Helps maintaining the training material up to date and suggests changes based on cultural recommendations or local practices and in accordance with the Feedback Evaluation collected at the end of each training intervention.

· Works with local operational teams to ensure that training plans are delivered with minimal impact on the assistance delivery.

· Supports the implementation of Compass training and initiatives as directed by managers.

· Induction for new staff and supports other development initiatives as required.

· Keeps accurate development records and is accountable for the local training material.

· Assess the skills, knowledge and competency levels of trainees during Induction.

· Acts upon evaluation feedback and participates actively in the trainer calibration process ensuring that development areas are actioned.

Required Skills and Knowledge

· Hands-on with a strong sense of urgency, and willing to "roll sleeves up."

· Demonstrated ability to handle multiple tasks and apply sound judgment during demanding situations.

· Ability to communicate verbally and in writing with clarity, brevity and accuracy

· Experience of delivering services in a contact center environment desirable

· Knowledge of NPS methodology advantageous.

· Passion for the development of people and performance improvement:

-Fast and versatile learner.

-Excellent communication and facilitation skills.

-Strong drive to learn new things and to champion change and innovation.

· Expertise knowledge:

-Case management and operational knowledge of practices and protocols as an Operations Coordinator.

-Ability to train others and to monitor and evaluate employee performance during Induction.

· Respect and working knowledge of International SOS:

-Adheres to the operational policies and procedures.

-Negotiates and work with people from diverse backgrounds.

· Care for people's development and quality of service:

-Good organisational and administrative skills.

-Able to identify areas to improve performance and motivate

Required Languages

· Excellent written and spoken English

· Additional language skills an advantage.

Education Attainment:

· College Graduate.

Travel / Rotation Requirements

· Travel as required.

Job Type: Full-time

Work Location: In person