Global Quality Assurance Manager

1 week ago


Uxbridge, United Kingdom Cover-More Full time

Global Quality Manager
======================

At Cover-More, we prioritize the safety of our clients. Our team of experts provides travel risk management services to individuals and organizations worldwide. We operate 24/7 from our global operation centers, responding to emergencies and providing assistance to those in need.

**Job Summary**
---------------

We are seeking a Global Quality Manager to join our team. The successful candidate will be responsible for evaluating our business practices, identifying areas for improvement, and implementing quality tools to drive process performance.

**Key Responsibilities**
---------------------

* Critically evaluate our business practices and identify gaps through a sustainable quality strategy
* Analyze options and work with function/process owners to close gaps and improve efficiency and customer experience
* Design and advise on appropriate quality tools to drive process performance and identify areas for correction and improvement
* Proactively work with the training team to identify training and coaching needs and enable delivery where appropriate through coaching delivery directly by the Quality team
* Champion and drive a culture of quality and ongoing continuous improvement across the operational platform
* Develop a quality framework for pre-travel advice, during travel assistance, medical and security services that has clear links to Cover-More's values and enables on-going coaching and training for continuous development
* Develop, implement, and monitor an annual quality interventions plan in liaison with operations, inclusive of an audit of all Cover-More protocols, processes, and procedures
* Develop an ISO 9001 compliant quality framework and lead the work in obtaining this certification and any relevant future one to enhance Cover-More's industry reputation
* Develop quality and service improvement reporting mechanisms and forums with well-structured and actionable data



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