Quality Assurance Coordinator, Assurant, India

The position is responsible for monitoring and evaluating end-to-end claim and service activities carried out by Operations to ensure quality results, adherence to processes and procedures, as well as positive customer experiences. Provides quality reporting and analysis to management to aid in the continual development of their teams. Engages functional areas in process improvement initiatives and ensures a closed loop feedback process is maintained.

This position will be in Mumbai at our India location.

What will be my duties and responsibilities in this job?

• Partners with functional cross functional teams to attain proficient knowledge around clients, products, and services.
• Selects and performs a minimum number of monthly end-to-end quality evaluations for completed claim/service events across the Operations team and using appropriate forms.
• Leverages program and process documentation, such as operational procedures and client, regulatory and internal requirements, to measure team member quality and adherence.
• Provides reporting and analytics around team member performance, as well as facilitating regular calibration sessions with operational leaders to drive insights into the team’s effectiveness.
• Work with managers and cross-functional teams to identify trends and inefficiencies, while also recommending areas of continual process improvement to increase success of the business and improve customer experience.
• Maintains a thorough log of completed audits/evaluations and results.
• Serves as secondary level of quality oversite for the Call Center.
• Where appropriate, offers coaching and support to the Operational team members.
• Leverage appropriate channels to escalate any observations that could be considered compliance violations, fraudulent activity or breach of client or vendor contract.
• Communicate effectively and aligns team members to our strategy and quality standards.
• Supports and assists with on-going qualify initiatives or projects.
• Assists in training new members of the quality team.
• Other duties assigned by Leadership.
• 5 days Work from Office.

What are the requirements needed for this position?

• Bachelor's degree in business or related field.
• Minimum 5 years of experience in quality assurance or audit role for operational teams or a high degree of focus on operation processes.
• Strong verbal and written communication skills.
• High level organizational skills with the ability to prioritize effectively.
• Applies expert problem-solving skills to the most complex of issues.
• Recognizes, recommends and creates action-oriented plans for areas needing improvement.
• Strong communication and influencing skills.
• Strong understanding of financials, and performance metrics.
• Ability to work in a fast-paced environment meeting tight deadlines while multitasking.
• Ability work with a wide range of leaders and management