QA Supervisor

**_Purpose_**
- The Quality Supervisor is responsible for the execution of the company's quality programs, managing the Quality, Monitoring and Training (Beedoo) team through technical support and leadership at all stages of the process, with a focus on operational and financial results, ensuring that all established targets are met.
- Work closely with the teams involved in the customer relationship process (Operations, Performance Management, Provider Network) to ensure a consistently excellent service through monitoring and training. This position requires a “resolution in one call” mentality and a philosophy of putting the customer at the center of actions.

**_Roles and Responsabilities_**

**Quality Assurance Program**
- Ensure the execution of the Quality Assurance program strategy and coordinate all activities aimed at promoting excellent customer service;
- Develop, evaluate and refine processes and procedures to ensure continuous improvement in service delivery and quality, correct existing performance gaps and adapt to changing business needs;
- Oversee quality strategies, including projects, processes, procedures, systems, scorecards and performance metrics related to Operations and Provider Network;
- Analyzes, corrects and reports quality scores to align with desired outcomes and customer experience metrics;
- Provides and maintains actionable data and feedback to Operations and Provider Network team, maintains and verifies consistency of quality standards;
- Conducts calibration sessions looking for opportunities for improvement and working with all areas involved on actions to improve the customer experience: Training, Beedoo improvements, individual actions or any other action pertinent to the identified deviation/action;
- Coordinating process and quality improvements with Operational Management;
- Evaluating, prioritizing and responding to all requests to B-Partners in contractual time or according to demand;
- Create effective proposals and recommendations for the development and improvement of the quality control program, understanding the market and Global guidelines;
- Provide continuous feedback and informative data to Quality Leadership and Operations to improve customer service skills;
- Maintain positive, consistent and effective communication at all levels of the organization;
- Partner with operations team to support agent training and feedback;
- Develop reports and analysis that guide/support customer-focused decisions involving all operational areas;
- % Complaints / % QRS: Keep the indicator below the % contracted by the B-Partner or the overall target, as well as the response time for analyzing cases and responding to B-Partners;
- Refunds (PAYMENT DEADLINE / FRAUD PREVENTION): Comply with the stipulated payment deadlines of less than 10 working days and ensure that possible fraud is reported to the responsible department in order to mitigate possible monetary losses. Likewise, the reimbursement payment indicator must not exceed 1% of the total monthly services provided of the total monthly services provided;
- 5 STARS /VOC: Maintain the indicator above 4.5 on a monthly basis, guaranteeing the delivery of action plans for any losses in the indicator;
- Control and prioritization of damage: Maintain daily and weekly control with the PQR/Supplier team. PQR/Supplier team, of claims categorized as “possible damage”, with the aim of mitigating the cases filed, analysis of the facts, disclaimers and information received from policyholders. Information received from policyholders/clients, providing a rapid solution to cases that may generate a reputational risk, cases that may generate a reputational and/or monetary risk;

Assisting in the implementation of new local projects, programs or services or global demands.

**Direct reports**
- Oversee the hiring, scheduling, training, performance and quality of direct reports;
- Meet individually with direct reports and Operations and Provider Network Managers to provide updates, review upcoming tasks, assign new projects/initiatives and establish completion timelines;
- Manage the department's calibration process and participate in calibration sessions; make the final decision to resolve calibration disagreements;
- Lead monthly quality control team meetings;
- Approve scheduling requests from direct reports in alignment with Leadership;
- Conduct reviews and performance evaluations of QA Coaches/Analysts;
- Create and maintain all employee documentation related to performance improvement, promotions, training, etc;

Perform other tasks as assigned/required by the hierarchy.

**_Working Conditions_**
- Working hours: 46 hrs / week - 08am-05pm - Working days: Monday
- Saturday (excl. public holidays)
- Location: Bogota City.
- Benefits above law

51536 | Customer Services & Claims | Professional | Allianz Partners | Full-Time | Permanent
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