Global Excel Management Inc. Looking for Quality Assurance Coach – Claims Management Services for BPO Offices at Quebec Full Time

Quality Assurance Coach: Claims Assessment – BPO

Are you a people person with a knack for providing excellent customer service? Are you interested in working in a friendly environment that encourages personal and professional development? We would love to meet you!

As a Quality Assurance Coach, you will work closely with our BPO (Business Process Outsource) offices, performing, tracking, and reporting audit findings to fulfill contractual obligations with a focus on enhancing the customer experience. The Quality Assurance Coach will support defining standard operating procedures and quality standards in collaboration with Employee Development Coaches, leaders, and team members.

What does your typical day look like?

• Perform quality audits based on an agreed framework and methodology by reviewing claims and any pertinent calls;

• Deliver quality audit results to management and team members;

• Identify trends and escalate areas that may require solutioning in the form of awareness sessions, training and ongoing quality concerns;

• Assist in development of new processes and workflows as required;

• Obtain all the necessary information from the Claims Assessors and respond accurately to their questions;

• Take ownership of complaints or complex files, as well as escalated calls and/or emails to ensure the claim is resolved or escalated accordingly;

• Provide relevant support to ensure reference documents, workflows and guidelines are up to date;

• Complete other administrative tasks as delegated by the Team Leader and as per business needs.

What skills and experience are we looking for?

• College Diploma or equivalent;

• One to two years’ experience in travel claim adjudication;

• Good record of quality during claim adjudication tenure;

• Knowledge of claims adjudication and related processes;

• Excellent verbal and written communication skills;

• Excellent interpersonal skills;

• Strong decision-making and organizational skills;

• Autonomous, professional, and detail-oriented, ensuring quality audits capture all relevant details within the claim and ensuring trends are identified at an early stage;

• Proficiency in the Microsoft suite products;

• Able to provide accurate information to Assessors and Customers as per policy wording, Client expectations and/or financial history;

• Efficent in working within targeted timeframes while managing multiple priorities.

Success Measures

• Claims are processed accurately and efficiently;

• Corporate client quality audits results are at expected levels;

• Reference material, training material and guidelines and tools are kept current and reviewed at regular frequencies;

• Areas of improvement for team and individuals are identified and quality concerns are communicated with leadership in a timely manner.

What do we offer you?

• Three weeks of vacation;

• An extensive benefit package that includes health (100%), dental, life and travel insurance, as well as a retirement savings plan;

• A flexible and supportive work environment offering several benefits such as a telemedicine service, an employee assistance program;

• A company wellness program that includes an on-site gym, several employee engagement initiatives and more.

To get a taste of the Global Excel life and for more information on our company, visit our Facebook page and website:

Job ID: 2023-2108

External Company Name: Global Excel Management

External Company URL: http://www.globalexcel.com

Street: 73 Queen Street

Post End Date: 10/6/2023