Customer Quality Specialist

The Company  

Cover Genius is a Series E insurtech that protects the global customers of the world’s largest digital companies including Booking Holdings, owner of Priceline, Kayak and Booking.com, Intuit, Uber, Hopper, Ryanair, Turkish Airlines, Descartes ShipRush, Zip and SeatGeek. We’re also available at Amazon, Flipkart, eBay, Wayfair and SE Asia’s largest company, Shopee. Our partners integrate with XCover, our award-winning insurance distribution platform, to embed protection for millions of customers worldwide each year.   Our team and products have been recognized with dozens of awards including by the Financial Times which ranked Cover Genius as the #1 fastest-growing company in APAC in 2020. Our diverse team across 20+ countries and many language groups commit itself to diverse cultural programs, in particular “CG Gives” which makes social entrepreneurs out of us all and funds development initiatives in global communities.

Our People are Bold, Authentic, Purposeful and Inspired

Our People are not Perfect, Traditional, Complacent or Cautious

*** PLEASE NOTE ONLY RESUMES IN ENGLISH WILL BE CONSIDERED ***

About the role

As a Customer Quality Analyst on our Customer Quality Team, you will be responsible for delivering initiatives related to the evaluation and monitoring of claims journeys across RentalCover and XCover businesses. The role's purpose is to audit the customer journey and claim handling against targeted standards and raise issues and improvements to the relevant teams. 

To drive success in this role, you will have a proven ability to quickly analyze complex cases and report on issues and improvements identified. As the Customer Quality Analyst, you will audit the quality of claims activities, run root cause analysis, and propose action plans with different teams. Regular collaboration with the Claims, Platform & Design, and Customer Integration teams will be key in ensuring relevant reports on issue trends and actionable improvement suggestions are achieved.

Key Responsibilities

• Audit quality of claims activities in regard to processes, customer communication, assessment guidelines, and assessment behavior.
• Audit complaints handling and ad-hoc QA requests from different teams.
• Based on audit findings, report your root cause analysis and findings through the various feedback processes.
• Attend calibration sessions with the Claims Managers to discuss actionable improvements and discuss action items.
• Request and analyze data to support the impact of issues and improvement suggestions made.
• Contribute to the combined customer operation team, working collaboratively as one team to achieve strategic objectives.

What you will bring

• 1-3 years experience in all aspects of claims and/or support operations
• Ability to analyze and interpret customer data to identify trends and areas for improvement
• Ability to adapt quickly to a start-up pace environment and culture
• Problem-solving and advocating for customer solutions
• Experience with Jira and/or ZenDesk is preferred but not required
• Strong interpersonal skills to build positive relationships

What you will have

• Driven, energetic, and a “good enough is not enough” mentality.
• Professional approach.
• Ability to work under pressure.
• Organizational and time management skills.
• Excellent attention to detail.
• Confident manner.
• A positive approach to change