Global Quality Assurance Manager
2 days ago
About the Role
At Cover-More, we're committed to delivering exceptional travel risk management services to our clients. As our Global Quality Assurance Manager, you'll play a critical role in ensuring the highest standards of quality across our operations.
Key Responsibilities
- Conduct thorough assessments of our business practices to identify areas for improvement and develop sustainable quality strategies.
- Analyze options and collaborate with process owners to close gaps and enhance efficiency and customer satisfaction.
- Design and implement quality tools to drive process performance and identify areas for correction and improvement.
- Work closely with the operations team to develop and maintain processes that accurately reflect recommendations and best practices.
- Partner with the training team to identify training and coaching needs and facilitate delivery through coaching and direct training.
- Champion a culture of quality and continuous improvement across the operational platform.
- Develop a quality framework for pre-travel advice, during-travel assistance, medical, and security services that aligns with Cover-More's values and enables ongoing coaching and training.
- Develop, implement, and monitor an annual quality interventions plan in collaboration with operations, including an audit of all Cover-More protocols, processes, and procedures.
- Develop an ISO 9001 compliant quality framework and lead the effort to obtain certification and enhance Cover-More's industry reputation.
- Establish quality and service improvement reporting mechanisms and forums with well-structured and actionable data.
About You
We're looking for a highly skilled and experienced professional with a strong background in quality assurance and process improvement. You'll have a proven track record of driving quality initiatives and improving business processes. Your expertise will enable you to make a significant impact on our organization and contribute to our mission of delivering exceptional travel risk management services.
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