Quality Assurance Supervisor And Trainer
CurrentIn my current position, I have been handling expatriate, health and travel insurance policyholder and (UK) financial ombudsman complaints in coordination with customer insurance companies and brokers. As well as training multinational staff on assistance/insurance protocols, in order to ensure proactive assistance case-handling, a low proportion of complaints, high quality of customer service and that service level agreements are consistently met and exceeded. I have also been developing and maintaining standard operating procedures, protocols and processes for the 24/7 assistance team, as well as monitoring and providing feedback on day-to-day operational work. Finally, I have been responsible for ensuring compliance – especially with data protection, always trying to relate the theory to day-to-day work across the company. I am always keen to find new solutions to any problem and I am comfortable in communicating with colleagues from different backgrounds and teams and with different objectives. I am also self-motivated, flexible and able to adapt to new working environments – always maintaining an enthusiastic outlook in any situation.
