Office Location: Ortigas, Pasig City

Work Setup: Full Onsite

Schedule: Monday to Friday, Dayshift

Qualifications

• Must be a bachelor's degree holder (any course).
• Minimum 2 years of experience in insurance operations or a related field.
• Training and coaching experience (preferably former BPO QA, Trainer, or Supervisor).
• Proficiency in email communication.
• Strong problem-solving, data analysis, time management, and planning skills.
• Experience in creating and updating SOPs and other technical or procedural documentation.
• Quality assurance experience in reviewing and optimizing processes or outputs.

Responsibilities

• Process complex insurance tasks and independently operate various client systems.
• Optimize operations by analyzing problems, developing procedures, and ensuring compliance.
• Enhance customer experience by communicating with clients, addressing needs, and building strong relationships.
• Perform audits and troubleshooting to identify gaps, resolve issues, and meet compliance requirements.
• Conduct training by creating training plans, managing processes, and coaching junior trainers.
• Develop and update Standard Operating Procedures (SOPs) and training plans to ensure alignment with operational goals.
• Implement quality assurance measures to ensure processes meet high standards and client expectations.
• Support other tasks, including data analysis, reporting, and onboarding new clients and tasks.